Secret Shopper Quote of the Day 2

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I hate customers and I wish I do not have to deal with them. Quite an interesting quote from someone in wireless phone sales, is it not? Imagine you were the customer next in line with an issue of your own you needed rectified. Would you walk out or would you risk poor customer service. Or, imagine you were a secret shopper about to evaluate the salesperson who you just heard utter this unenthusiastic phrase. Would you even bother going on with the evaluation because you heard enough, or would like to see where this could go? If you were her boss, you would sure want to know how your customers are being treated, especially when you are not around. Obviously, this retail store does not use secret shoppers to evaluate their employees performance. If they did, an employee would be careful what she said in front of her customers. Also, an employee who is trained properly would have more pride in her job and would not feel the way she expressed herself in the quote above.

To be fair to all customer service workers, not every customer is a peach. Sometimes they will come in to your store and act very unreasonable. But that is no excuse for a salesperson to give poor customer service. Secret shoppers prepare salespeople to handle such difficult customers. The problem is not so much the salespersons attitude, it is improper training. If a salesperson is trained properly to handle crazy situations, they will not see an irate customer as a big deal because they can handle it. Role play and secret shoppers put salespeople in these situations and they are discussed afterward.

However, bad attitudes do not always originate with the employee. They are contagious and can originate from the top. If your boss has a bad attitude toward customers there is a good chance you will feel the same way. Secret shoppers raise company morale. How? A secret shopping program shows that you care about the business and how the customers are treated. After you receive the secret shoppers scores, you take the information to improve that employees performance. It creates a collective working environment where everyone shares a common interest. And that interest is the customers wellbeing. Secret shoppers bring goals to the business. Employees have something to shoot for, the secret shoppers scores. No one wants a failing grade and the teacher does not want his students to receive a failing grade because it reflects the teachers teaching methods. So the sales manager will work hard to make sure his store receives the best scores from secret shoppers. And the salespeople do not want have the lowest scores from secret shoppers. So they will work hard to become the best customer service representative in his store.

The funny thing about the quote above is that it is from a retailer that boasts having the best customer service in the industry. Imagine what number two is like if this is true. It is very easy to claim that you have the best customer service if you do not have secret shoppers to prove otherwise. If you want the best for your company and your customers, you should hire secret shoppers to evaluate your customer service. You may think you are offering the best service in your industry, but how can you tell if you do not get that information from the customers perspective.

Kansas Storage Units

StorageMart Rainbow & Southwest Traffic way (KU Medical Center) Kansas City, KS 66103

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.