| Customer Service Shopping |
| How
do
customers
perceive
your
service?
|
| You've carefully designed your operation to present a certain image. You've invested time and money in training your employees to have optimal customer contacts. But how can you know what really happens day-to-day? The Zellman Group's customer service shopping program takes the mystery out of sales floor interactions and customer service guideline compliance. Our highly trained and experienced staff will help reconfigure your existing shopping program or custom-design a new plan to ensure your associates are following your service policies. |
| The
Zellman
Group
Provides
Answers
For
Customer
Service
Shopping |
| Eliminate the anonymity from customer interactions by tapping into our network of thousands of shoppers nationwide, all trained in our observational and reporting techniques. Each location's performance on customer service policy - and even operational or loss prevention procedures - compliance will be objectively measured and reported to you electronically. |
A
typical
customer
service
shopping
evaluation
summary
is
broken
down
into
three
categories.
•
Customer
service
•
Product
knowledge
•
Store
image
Plus
other
criteria
may
be
added.
|
|
•
Fresher
perspectives
by
rotating
a
larger
pool
of
shoppers
on
a
regular
basis
•
Fast
and
reliable
information
provided
to
you
in
a
web-based
format
speeds
turnaround
time
•
Superior
customer
service
and
responsive
support
simplifies
your
customer
service
shopping
objectives |
|
•
Most
customers
do
not
complain
to
store
management
about
poor
service;
they
just
leave
•
More
shoppers
will
tell
friends
about
bad
service
than
they
will
about
good
service
•
All
of
your
customer
service
policies,
procedures,
and
training
mean
nothing
if
they
are
not
executed
properly
on
the
frontlines |
| Answering
your
questions
about
customer
service
|
|
The Zellman Group is run by retail executives with an intimate knowledge of loss prevention, audit, and retail and hospitality operations. Our shopping specialists are on the lookout for customer service and operational issues that we compile into companywide reports. You receive clear, objective measurements that define how well your staff performs relative to your guidelines. |
Preparation
Preparation
is
essential
for
the
customer
service
shopping
process.
Prior
to
the
initial
shop,
we
listen
to
your
explicit
needs,
review
your
customer
service
policies,
spend
time
talking
with
your
operations
staff,
and
we
develop
a
compliance
criteria
list.
At
the
same
time,
we
are
working
with
our
network
of
thousands
of
shoppers
to
ensure
they
understand
what
you
need
to
know
and
how
they
can
use
their
expertise
to
uncover
even
more
useful
information.
The
Visit
As
we
shop
your
location
we
are
vigilant,
always
observing
and
reporting
on
key
criteria.
•
Store
image
and
merchandising.
It
is
consistent
with
expected?
Is
it
in
the
right
place,
doing
the
right
job?
•
Staff
attitude.
Were
they
friendly?
Were
customers
thanked?
•
Ease
of
navigation.
Does
staff
offer
assistance?
•
Product
knowledge.
Is
staff
qualified
to
help?
•
Ease
of
purchasing.
How
long
are
the
lines?
The
wait?
•
Quality
of
goods
and
services.
Did
the
product
or
experience
meet
expectations?
•
Basics.
Were
bathrooms
clean
and
well
stocked?
•
Phone
interactions.
Are
they
fast,
informative,
and
friendly?
•
Safety
and
security.
Were
there
any
potentially
dangerous
situations
observed?
•
Fraud
and
theft.
Were
there
any
“unexpected”
situations
observed?
•
Competition.
If
requested,
we
will
even
shop
and
report
on
your
competition.
Reporting
At
the
end
of
the
visit
our
professional
shopper
will
complete
and
submit
an
evaluation
report.
The
individual
shopping
results
are
compiled
into
reports
that
are
customized
to
your
specific
operation.
We
offer
the
flexibility
to
modify
observations
to
your
unique
needs
or
adapt
to
differing
monthly
scenarios
(i.e.
new
programs
or
promotions).
You
can
review
companywide
summary
reports
that
slice
your
views
by
day
of
week,
time
of
day,
geography,
management
hierarchy,
location
size/type,
and
much
more.
The
net
result
is
electronic,
paperless
reports
that
offer
extremely
quick
turnaround
so
your
can
act
on
the
customer
service
shopping
information
when
it’s
most
timely...and
impact
your
bottom
line.
|
|
|
|
Did
you
know?
72%
of
retail
shoppers
surveyed
cited
“poor
customer
service”
as
their
primary
reason
not
to
re-visit
a
store. |
Why
Choose
The
Zellman
Group?
•
Consistent,
objective
reporting
across
different
operational
or
geographic
regions.
•
All
shoppers
are
tested
to
assure
high
quality,
professional
results.
•
Electronic
reporting
of
results
is
fast,
full
of
supporting
detail,
and
paperless
–
leading
to
quick
issueresolution.
•
Our
audit
and
compliance
skills
provide
you
the
most
thorough
shoppers
possible. |
| For more information please contact us here. |
|
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