Thursday, November 15, 2012

Customer Service Optimisation

If you run your own business then you will be aware of how important it is to make sure that your customers are getting a great service. If you are a sole trader or just a small business, it is easy to keep an eye on this. However, once your business starts to grow and you are relying on your employees to serve customers for you, then you may lose control of the customer service.

You may have high expectation and give good training, but you will never know how the customers perceive the way that they are being treated unless you actually ask them. It is not normally possible to ask every customer hat they thought of the service and even if you do ask them, they may not want to tell you. Therefore, you may need to think of an alternative way to find out what the service is like.

Some companies choose to use a palvelun laatu company. There are companies like this based in Finland and other countries and so you should be able to find one that will be able to help you. They will choose people to pose as customers and buy your product or service and then report back on what they found. You will be able to decide whether you just want them to buy something or ask specific questions. Customer service optimisation in Finland tends to be best if you get them to make enquiries because then you will see how well questions are answered. It can also be useful to get them to try to return an item or make a complaint to see whether they feel it was dealt with well.
Using this sort of company can really help you to get an understanding of how your company is coming across to its customers. This is very important because it will effect whether they are likely to return or not and whether they will tell their friends and family good or bad things about their shopping experience.

No comments: