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Increased Response Time Equals Decreased Liabilit

Catastrophe comes in many different forms and can strike at any moment. For businesses that rely on a constant flow of customers, this can be an especially difficult concept to navigate. Disastrous events may be subject to a season of particularly rough weather, a poor customer service interaction, an industry downturn, or a general economic slump. When a crisis related to safety concerns or customer experiences is threatening an enterprise, ServiceCheck is here to help. Whether a business wants to create a long term quality assurance plan for managing customer relationships or needs an emergency preparedness plan in place, there are effective options available. Immediate action plans require essentially the same foundation as traditional quality control methods.

Setting Up Ground Zero

A 24/7/365 crisis hotline is one of the most important process improvement tools that a business can implement. Utilizing a quality assurance program like QALink from ServiceCheck ensures that customers have a reliable way to provide valuable feedback. In addition to gathering feedback about an unexpected event, customer experience, or other safety concern, professional representatives take ownership of the situation and report detailed information to the company for review and action. The crisis hotline satisfies the concerns of the customers or employees reporting the situation and streamlines the business process for retailers.

Spreading The Word

QALink associates take prompt action on all retail customer feedback to smooth the situation and quickly escalate serious situations to the appropriate parties. Whether a dissatisfied customer expresses concern about their experience or an unexpected event causes widespread closures or system outages, QALink representatives confidently address the situation. ServiceCheck utilizes a multi-channel program to quickly alert all retail locations regarding the crisis event. The mass communication approach to potential or actual situations effectively reduces cost and liability for the retail business and QALink provides real time documentation of the resolution.

 

 

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Serving Customers More Than A Meal

When consumers buy groceries or dine outside the home, they have at least minimal expectations and perceptions of how the visit should look and feel. When those expectations are met, the consumer is not fazed and is not likely to have any particular reaction. However, when something goes awry and their expectations are not met, people tend to have very strong opinions and react to their situation by voicing those opinions. For a grocery store or restaurant to remain in business with an excellent reputation, they must be able to maintain acceptable customer relations. Sometimes this means operating a project meant to contain any potential damage caused by a negative customer interaction and customer recovery companies specialize in performing damage control and managing customer relations.

Evaluating Service Experiences

If asked, customers would typically categorize their experiences with positive, neutral, or negative descriptions. Anything that falls into the neutral or negative categories must be addressed immediately in order to win customers over and retain future business. Customer experience management companies have designed many ways to gather data from recent customers. This may include comment cards, recording calls from hotlines, social media reviews, and many other types of general surveys. By properly gathering information and transforming into something usable, experts in the customer experience field can make viable changes that save money and customers.

Customer Recovery Efforts

Setting up an immediate response unit, such as a 24/7 hotline for customers to voice their concerns is the best way to target dissatisfied customers. These interactions require emergency triage and an understanding representative to hear the customer out and offer to do their part to make amends. Customer recovery companies hire professionals to empathize with the customer and listen to their concerns, complaints, and demands without promising something they cannot deliver. Genuine concern and honesty save customer relationships.

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Advanced Solutions Equal Rapid Improvements

Business operations rely on many different pieces of the corporate puzzle to fit together and function properly on a consistent basis. Without the various moving parts operating in tandem, the individual units could become inoperable and negatively affect the company as a whole. One of the key components to any successful business is the assurance of a positive customer experience.

Providing Excellent Service

Mainstream consumers who shop in person and online expect the presence of a 24/7 customer service hotline. When customers want to voice their opinion, report a problem, or ask a question, they appreciate convenience. When 24/7 customer service representatives are available by phone or online, consumers can quickly find a resolution to their concern and maintain their confidence in the company. The various questions, concerns, and suggestions can also be used to help relevant business units address items that could be widespread across the target audience. When managers have an efficient way of collecting and reviewing data, they can improve the overall quality of their business units.

Improving Customer Relations

Potential and existing customers are aware that very few businesses offer exclusive products and services. As such, they are comfortable shopping around for the best prices, most convenient delivery methods, and the ultimate customer service experience. Because many consumers are willing to voice their opinions on multiple subjects, companies can capitalize on this wealth of knowledge. When customer service surveys or reports become available, companies can utilize the information to improve their strategies and create a more appealing customer experience. Raw data that is searchable and importable through a web reporting program help managers and business development teams pinpoint exactly what customers want from the initial shopping excursion through the completion of the transaction. A fully customized dashboard can help all users quickly access the most relevant information and spark ideas for change and improvement. 

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Improving Customer Recovery Effectively

Both grocery and fast casual restaurant businesses have a lot in common. They both operate on a very thin margin of profit, they have a lot of competition, and they face the same hurdles when it comes to customer retention and gathering feedback from consumers.  Due to the competition and slim profit margins, it is essential that restaurants use effective fast casual guest feedback programs and that grocery customer feedback is collected, but doing so can present challenges for these types of businesses.

A big obstacle that fast casual restaurants face in maintaining customer loyalty is that guests do not report problems when they occur. In fact, studies show that only one out of every 27 customers will tell a business about an unsatisfactory experience, the other 26 will leave unhappy. Those people might not tell the business about their unsatisfactory experience but they will tell approximately 8-10 other people. Fast casual guest recovery is hampered when a business is not aware that a problem exists.

Grocery customer feedback lets companies know what areas the organization is successful in and where areas of opportunity lie. However, customers consistently do not provide this type of information to grocers.  

SeriveCheck, a leading customer experience management company, offers a stellar customer recovery and feedback solution, CustomerLink, for businesses to take advantage of. CustomerLink enables businesses to provide their customers with a variety of contact options that are available to customers around-the-clock. Customers are more likely to reach out to a company when it is most convenient for them, so it is essential to be available to these customers 24/7.

Since higher contact rates generate more information for a company as well as greater retention opportunities, ServiceCheck offers a high return on investment. This is especially the case when comparing the expense of an outsourced solution to developing and running an in-house contact center. ServiceCheck also has the ability to customize this solution to cater to restaurants and grocery stores for collect the best fast casual and grocery feedback for their clients.

 

 

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Administering Customer Retention and Recovery Programs

Grocery stores are under significant pressure to compete in a world of online shopping, personal shoppers, home delivery, and reward club memberships. Keeping prices low for customers and paying employees a viable living wage are sometimes competing priorities. The struggle is especially common and burdensome for small grocery chains that feel economic pressures in more sensitive and vital areas than some of the large conglomerates. Balancing the happiness of customers and employees has proven to be a narrow road for managers, human resource specialists, and business owners to successfully navigate. Rather than substituting one for the other or settling for a mediocre trade off, leaders in the grocery industry may have another choice available.

It can be difficult to retain customer relationships and devastating to the business to lose even one or two customers. Many individual owners of these companies, as well as corporate managers and public relations experts turn to the latest customer recovery techniques to determine the best way to save their existing customers and concentrate on growing new business. Among the many method of customer recovery efforts is the ability to reach out and directly address customer concerns. Retention specialists realize the value of direct contact and recommend it as a first priority when a customer expresses severe dissatisfaction with a product, service, or shopping experience.

Specializing in grocery customer recovery is a particularly unique niche and requires experts with a proven track record and industry experience. Professional customer recovery companies provide a twofold benefit to business owners. Grocery customers can be retained and persuaded not to patronize the competition while grocery owners are able to save time, money, and effort by outsourcing the difficult work of customer retention to an industry leader. The overall cost savings can be invested back into the grocery store to help grow business, offset overhead costs, or reward loyal employees for their dedication to the company.

 

 

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Building Effective Employee Relations

Partnering With Employees

Human Resource experts and corporate recruiters could emphasize many different aspects of choosing the best talent for any number of open positions but would probably have more important advice for business owners and personnel managers about their current workforce. Too often managers feel that when a problem within the ranks breaks out, there are only two ways to handle the event - either ignore it completely or rotate the staff.

Companies with high turnover rates spend untold amounts of money on wasted recruiting and training efforts for employees who will not last more than one year. Ignoring a problem will not make it go away and it also sends a poor example to employees who feel that they have no recourse or sense of belonging in their position or the company.

Create a Positive Atmosphere

An effective way for managers to combat these common problems in the workplace is to create a safe haven for employees to openly share ideas and challenges. Ensure that company values are prominently displayed and that every individual feels welcomed and supported. This will naturally decrease bickering and gossip that tends to occur when employees feel on guard or insecure about their position. Managers should with genuine interest collect employee feedback regularly and take action based on those comments or concerns.

Managing Employee Feedback

Managers often need additional training to support their employees when difficult situations arise. Acting on feedback may require an additional level of management or requesting approval from corporate executives. When employees have a crisis hotline or some other way of directly reaching out to the appropriate party to address a concern they feel empowered to take action. This open line of communication and free flow of information instills confidence in employees at every level and promotes effective business from increased production levels to improved employee relations. As a proactive measure a crisis hotline can quickly spread pertinent information that helps prevent accidents or unexpected emergency events.

 

 

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Fast Dining and Faster Customer Service Response

Since fast casual dining is the largest and fastest growing sector of the restaurant industry the competition can be fierce and unrelenting. Customers become loyal to brands for a variety of reasons which include price, quality, and customer experience. All diners have basic needs and expectations when it comes to customer service in a dining establishment.

Employees also have their own individual needs and expectations from their fast casual dining employer and these are often parallel to those of the customer. Owners must understand how to coordinate values and service in a way that appeals to both customers and employees. ServiceCheck offers a convenient package which includes EmployeeLink and addresses both sets of clients for a successfully operational business.

Basic Customer Expectations

Fast casual guest feedback is very important for single locations as well as franchises because it gives businesses an opportunity to learn about their business from the perspective of an actual customer instead of a focus group. Customers should be actively encouraged to give feedback and should promptly be given a meaningful response. Having customer service agents available 24 hours a day gives fast casual dining operators the most opportunity to respond to guest needs in a timely manner, which could mean the difference between retaining a customer or losing them.

Basic Employee Expectations

Business owners in any genre are wise to treat their employees like partners and customers. Offering benefits, bonuses, and morale boosters are typical ways that managers and owners keep employees motivated. When situations arise that cannot be readily addressed within a restaurant. Staff members depend on an employee hotline to offer feedback or comments. In much the same way that fast casual guest feedback can enhance a business, employee hotline comments can also determine what changes could be implemented to make the atmosphere more pleasant for customers and employees alike.

 

 

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Customer Service Express Lane

Grocery shopping today is quite different than it was just a few decades ago and consumers have nearly unlimited options when it comes to their shopping lists and favorite local stores. Various brands create loyalty, organic products provide healthier food preparation, and specialty features like cafes and coffee retailers offer a unique customer experience in modern grocery stores. With each new trend and product that is offered within a grocery chain or local market comes the opportunity to learn from customers about what works and what needs improvement.

In many cases the opportunity for a grocery store to save an unhappy customer is as perishable as the produce and frozen foods located within the market. Because there are so many different types of marketplaces, customers are likely to turn away from a store after just one negative experience.

Managing customer relationships includes calming irate customers, offering to make amends, and implementing applicable feedback. A live agent contact center is one of the best ways to ensure that:

- Customers can report problems or concerns


- Consumers have an instant voice as soon as a problem arises


- Representatives can respond to reports or questions


- Customers have 24 hour access to a representative

Grocery customer feedback provides a wealth of knowledge and potential profits for owners and marketing teams. Staying relevant requires knowing the pulse of the customer base and listening to their ideas and suggestions. Customer loyalty is based on overall satisfaction and a feeling of partnership between merchants and shoppers.

A recent report published by Bain and Co. suggests that a mere 5% increase in customer retention could lead to a 75% increase in profitability. This figure alone is more than enough reason to create a grocery customer feedback program. The consistency with which businesses listen and respond to their customers is a telltale sign of their growth and overall success.  

 

 

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Improve Retention By Increasing Contact Options

Improve Retention By Increasing Contact Options | Servicecheck.net | Scoop.it

A major challenge that businesses face in terms of customer recovery is that companies are often not aware of the need for retention efforts. Gathering feedback from consumers, be it entertainment or retail customer feedback, is challenging for a number of reasons, one of the biggest being that the overwhelming majority of consumers won't report a problem when it occurs.  Studies show that more than 90 percent of people won't complain about a poor product or service, making it difficult for organizations to be made aware of problems or make an effort to resolve them.

ServiceCheck, a leading customer experience management company, provides businesses the ability to collect, track and respond to retail customer and entertainment guest feedback. While these industries operate in very different manners, customer retention can be improved through similar methods used by CustomerLink, ServiceCheck's feedback and recovery program.

There are several reasons that CustomerLink is such an effective retention tool for businesses, including a variety of contact options and constant availability.  While movie theaters may have several employees working at a time, most are focused on doing work specific tasks, not helping unhappy guests. CustomerLink provides multiple 24/7/365 customer service channels, including a live agent call center, and representatives can spend the time and effort needed to solve guest problems.

Retailers may lose customers if a product is defective or doesn't live up to expectations, but thanks to CustomerLink's always-on support options, customers are able to report their issues at their convenience. Many situations do not require a return or refund, so the CustomerLink program enables retailers to recover unhappy customers without requiring a return visit to a physical location. Since many consumers do not want to go out of their way to return to a physical location, this offers a viable alternative for problem resolution.

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Improve Crisis Management with a Crisis Helpline

Improve Crisis Management with a Crisis Helpline | Servicecheck.net | Scoop.it

Small problems occur is businesses every day, and in most situations, someone is on hand to resolve them.  However, management is not always available to handle crisis situations, especially when they occur outside of normal operating hours, which is why a crisis helpline is an extremely beneficial resource for an organization.  Quality assurance solutions like an employee assistance line can ensure that problems are documented and dealt with as soon as they occur, even if an issue develops in the middle of the night.

ServiceCheck is a leading customer experience management company, and it provides a variety of tools to businesses that enable them to keep consumer satisfaction high.  QALink is ServiceCheck's crisis management program, and it ensures that staff are able to make a company aware of a problem and that it can be resolved as quickly as possible.

With QALink, an organization's employees are able to reach support representatives 24/7/365 via a live agent call center, the web and email.  Once a problem has been reported, the issue is logged and appropriate company representatives are contacted so that resolution can begin immediately.  Additionally, if the issue may have a widespread impact, information relating to the situation is passed along to any other departments or locations that may be effected.  Throughout the process, details related to the problem are logged, ensuring resolution and enabling companies to review their crisis management processes.
 
Dealing with problems proactively has the benefit of both reducing liability to a company as well as preventing customers from having less than satisfactory experiences related to a problem.  Being able to report a problem via QALink to an appropriate member of management when the issue arises ensures that crises are dealt with in a manner that is safe and effective.

 

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Using Social Media For Customer Retentio

Depending on the situation, there are a variety of customer retention techniques available to businesses.  They include listening to a customer's complaints and being empathetic, offering credits or replacement for merchandise that did not perform properly or providing future discounts on purchases.  However, none of these methods are effective if an organization was never made aware that someone was unhappy with a product or service.

Thanks to social media feedback, businesses still have an opportunity to repair damaged customer relationships, even someone did not get in touch with a company about their problems.  Studies show that 90 percent or more will not complain about a problem when it occurs.  These individuals may not discuss their situation with a company representative, but they may still go online and report the problems they encountered on social media sites, forums and review websites.
 
There are programs available to aggregate social media comments about a company, and with this data, businesses are able to open the lines of communication with an individual.  Even if someone did not get in touch with the business in question about a product or experience, they are often open to working towards a resolution when the business seeks them out.  Furthermore, even if the individual does not respond to customer retention techniques, making a public effort to resolve the problem will help reduce or eliminate the negative impact of the comments.

Along with recovering customers who have been less than satisfied with their experience with an organization, tracking social media feedback and responding to it can improve customer loyalty in other ways.  In addition to the possibility of losing a customer when problems are not reported, businesses are unaware of issues that may potentially harm other customer relationships.  By looking at comments made on the Internet, companies can be proactive about handling product and service issues and prevent them from causing other negative experiences.

 

 

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Reducing Negative Customer Impact With A Crisis Hotline

No matter how large or small a business is, an unexpected problem can cause major issues that can impact customers, many of whom don't care why there was a problem, just that they were inconvenienced. Since there is no way to prevent all problems from happening, the best way to keep customers from having a less than satisfactory experience is to deal with problems as soon as they occur.

One way that businesses can stay on top of any crisis is to use ServiceCheck's QALink program. QALink provides organizations a quality assurance hotline that allows their employees to report problems as well as providing them with assistance in resolving issues as quickly and efficiently as possible.  The crisis hotline is available to a company's staff 24/7/365, so no matter when a problem develops, they will still be able to get the help they need.

It is crucial that staff is able to identify and address problems when management is not around. Emergencies that occur in the middle of the day can be just as problematic as those that occur in the middle of the night, but without QALink, late night problems will often go unaddressed until the following day.  In addition to potentially allowing problems to get worse, there is less time to find a resolution that lessens or eliminates customer impact.

By taking advantage of QALink, employees of an organization are able to reach out for assistance in a number of ways, including live agents, the Internet and through email. Once a problem has been identified, the issue is logged and tracked until a resolution has been found. If any other locations may be impacted by whatever has occurred, contact will be made and they will be updated as progress is made.

QALink enables businesses to improve the way they handle unexpected problems in a manner that can reduce liability, costs and even fallout to customers.

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Understanding Customer Need

Consumers today are very savvy and have high expectations for their shopping experiences. They want the best prices, the best variety, and the best service. Recognizing that not many businesses today offer exclusive products or services, owners actively search for ways to keep their customers happy. Meeting the needs of a general customer base is not always easy, especially when there is no specific platform available for customers to provide feedback about their experience. ServiceCheck is a leading provider of resources and solutions that address common customer issues and ensure the recovery of customers at risk.

The Grocery Customer Experience

Many grocery stores offer reward programs to encourage customer loyalty and to track purchases in an attempt to target future personalized advertising campaigns. This information is useful for both the customer and the grocery store or chain, and there are ways to gather and analyze data to improve customer relations and interactions. Grocery customer recovery is an easy task when this data is routinely reviewed and when customers have a way to reach knowledgeable representatives 24/7/365 to discuss issues or concerns.

The Entertainment Customer Experience

Another major opportunity for business owners to communicate closely with customers exists in the entertainment industry. Movie theaters, indoor sports arenas, and other venues can improve their business processes and increase profits when they utilize feedback directly from their customers. ServiceCheck’s ServiceLink program offers an excellent entertainment customer recovery program that gathers information from customers or potential customers in a variety of different ways. From social media networking to traditional customer survey forms, expert analyzers review feedback based on recent customer interactions and report back to the business owner with information and suggestions for improvements. This method of entertainment customer recovery also offers a customer hotline to address issues straightaway and retain customers even after a mediocre experience.

 

 

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Effectively Training Front Line Employees

Employees typically get a crash course about the general industry and some specific job assignments as part of a routine training when they accept a position with a new company. Although this on the job training is beneficial, it does not fully encompass everything that is needed to excel in a customer service role. ServiceCheck specializes in offering effective customer recovery solutions that truly help retailers apply expert customer service skills to consumers.

The ServiceLink program focuses on a threefold approach to maximize retail customer recovery and retention. By motivating employees and improving general customer relations skills throughout the organization, the ServiceCheck professionals can gather, analyze, and resolve customer issues that could be potentially harmful to a struggling or growing retail organization. The proactive approach supports retail businesses as well as customers and employees by offering 24/7/365 live agents to immediately address concerns as they arise.

Customers can utilize multiple communication channels to reach customer service representatives. Depending on their personal preference, customers can ask questions or voice complaints via the telephone, email, social media sites, webpage, letters and comment cards. Businesses also benefit from the open communication and can access data and actionable information through the customized real- time dashboard created for ServiceLink users. The general approach is to provide all relevant information to concerned parties throughout the retail organization.

The proven customer recovery techniques offered at ServiceCheck are effective ways to increase brand loyalty and empower individual employees. Educated front line employees have the confidence to successfully address customer concerns in an efficient and respectful manner while securing the brand reputation. The combined effect of customer retention and employee training results in a return on investment of $8 for every $1 invested in the program. The cost savings from utilizing the ServiceLink program is a significant benefit for retail employers and customer service industries.

 

 

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Building a Closer Relationship with your Customers Through Social Media

Customer retention is the initiative companies take in order to prevent dissatisfied customers. Many companies use social media websites to take that initiative. Not only can social media be used as a simple and free advertising platform but it can also offer you the ability to develop a much more intimate relationship with your customers.

While putting your company out there for the world to see is exactly what you want, without someone to maintain and manage your page it could seem pretty overwhelming. That’s where using a professional customer recovery and feedback company comes in. They provide great social media feedback solutions. Well versed with the ins and outs of your unique business they can help manage your social page and keep the backlash from angry customers to a minimum. Professionals such as these regularly practice customer retention techniques and can resolve disgruntled customers’ problems quickly and efficiently as well as thank and reward happy patrons for their positive feedback.

Facebook and Twitter webpages are a great starting point for businesses to start becoming active in social media . These websites are free to sign up for and extremely easy to use. In minutes, you’ll be able to post everything  about your company and its products or services. A nice feature of these websites: when people talk about your business they can also tag you, placing a link in their post that goes directly to your company’s page for all their friends to see, spreading the word about you which can be great if it is positive.

Investing time and resources into social media as well as companies to help you maintain your page, allows you to get an intimate look at how your business is going over with the masses. After all, what better way to help your business thrive than to keep in touch with your consumers on their own turf, social media.

 

 

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Feedback Is A Critical Part Of Recovery Efforts

Multiple studies have shown that people will spend more for great customer service.  Additionally, many individuals will not even consider changing their loyalties to a company unless they have a poor experience, even if their other options have lower prices.  Since customer loyalty is often key to the success of a business, it is essential that organizations of all types have an effective customer recovery program in place.

ServiceCheck is a leading customer experience management company, and it offers a variety of programs that enable businesses to retain dissatisfied customers and repair damaged relationships.  CustomerLink is their 24/7/365 customer feedback and retention service, and it uses retention techniques that are effective across a range of industries.  Whether entertainment patrons or quick service restaurant guests are seeking assistance, they can have their issues resolved and concerns documented through CustomerLink.

CustomerLink is successful because it focuses on collecting customer feedback.  Entertainment guest feedback can be difficult to gather because fewer than 10 percent of guests will complain about a problem when it occurs.  This leaves a business unaware of a problem needing resolution or the need for retention efforts.  Thanks to providing a variety of contact options, including a live agent call center, guests can reach out to a business in a way that is convenient for them via CustomerLink.

QSR guest recovery also faces similar challenges.  When diners leave without letting a manager know about a poor experience, the problem may go unaddressed.  Having company representatives available to listen to and respond to guest concerns is often all that is needed to repair a damaged relationship, sometimes improving it in the long run.  Many people will continue to do business with a company, even if they have had an issue, when they know they are valued, and CustomerLink enables businesses to accomplish this goal.

 

 

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Restaurants Use ServiceCheck to Improve Employee Feedback

The best sources of information restaurants have are their customers and their employees. While many restaurants make a point of gathering QSR guest feedback, collecting employee feedback often falls by the wayside. The best way to ensure that you are able to benefit from your employee's knowledge and collect information from customers as well is to take advantage of ServiceCheck’s feedback solutions.

ServiceCheck, a leader in the customer feedback and experience management field, provides a number of customer care solutions, including CustomerLink and EmployeeLink. CustomerLink gives businesses the ability to provide round-the-clock guest feedback options that include live agents, web forms, social media, email and comment cards. This service allows you to collect QSR guest feedback and provide resolutions to concerned guests when it is convenient for them.

However, as important as collecting and responding to guest feedback is, you can greatly reduce guest complaints by taking advantage of EmployeeLink's 24/7/365 employee hotline. An employee hotline can raise morale, let you know about management problems and improve customer service practices. EmployeeLink shows your employees that their opinion matters to you and allows you to address issues that are causing concern to your staff.

Since the hotline gives employees the option of anonymity, your staff is more likely to report problems that they would not be comfortable talking about with you face-to-face, such as harassment or problematic behavior from other employees. Studies show that employees who are happy with their jobs perform better and provide better customer service, and being informed of problems with your staff can help you keep morale high. Another way that employee feedback can benefit a company is by providing insight into the best ways to handle customer issues. Your employees deal with your customers directly on a daily basis; their input is imperative.

With employee hotline and guest feedback solutions from a leading customer recovery company like ServiceCheck, restaurants can be sure that they are resolving customer problems in a way that is convenient for customers as well as staying on top of the overall operation of the restaurant and its employees. 

 

 

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Response Times Equal Recovered Customers

Just as there will always be unforeseen accidents in the home or workplace there is no way for business owners to completely avoid dissatisfied customers. The most important thing that any restaurant, grocery store, or other business open to the public can do in the face of an emergency situation is to acknowledge the situation. Damage control and efforts to succeed in customer recovery will naturally come but an emergency or crisis must be immediately acknowledged so customers and employees will be alert and aware of the situation. A crisis helpline is a great way to help all relevant parties to get on board and quickly take action and competently revolve a situation.

Employee Training and Coaching

In order for any business to successfully handle a crisis situation all employees must be able to follow protocol and address the issue swiftly and satisfactorily for the customer. Training only front end employees does not fully support the customer because once the complaint or concern moves past the initial stage and is handled at the next level the customer loses contact with the face of the company. When all employees across the board are taught how to take ownership of a situation the chances of customer recovery are much higher and the overall reputation of the company will remain positive.

Customer Responses

A crisis helpline will benefit businesses and customers by offering total support from beginning to end when a crisis situation arises. Team members can have access to a huge database of resources that will allow them to appropriately address an emergency situation and respond according to standard procedures. Customers will also be able to have confidence that their concern will be given the priority and attention that it deserves. Despite a difficult or negative circumstance customers are willing to continue patronizing a business that treated them fairly and truly valued their business.

 

 

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The Importance of Focusing on Customer Experience

It is no surprise that entertainment businesses focus on sales and their bottom line, but organizations may be able to improve their earnings by redirecting some of their efforts towards customer experiences.  According to the Gartner Group and the authors of "Leading on the Edge of Chaos," Emmett C. Murphy and Mark A. Murphy, companies that make customer experiences a priority see 60 percent higher profits than their competition.
 
ServiceCheck, a leading customer experience management company, offers solutions to entertainment businesses that enable them to improve both customer loyalty and entertainment customer recovery rates. One of those tools is CustomerLink, a program that allows entertainment businesses to collect and respond to customer feedback as well as providing resolutions for guest issues and repairing damaged relationships.

No matter how proactive a company is about keeping guests satisfied, problems will occur. CustomerLink allows entertainment companies to provide guests with a way to contact representatives and have their complaints logged and their concerns responded to. According to a variety of studies, the most effective customer retention techniques involve making customers feel valued.  

CustomerLink accomplishes this by offering a variety of contact options, including live agents, email and social media, and making them available around-the-clock. In addition to letting people know that their comments are important enough to make this effort, a multi-channel 24/7/365 approach also increases customer contact rates. This is essential because the majority of unhappy guests won't report a problem when it occurs. Thanks to a multitude of options for getting in touch, guests can easily reach out in whatever way they find most convenient and according to their own schedule.

Another major benefit of using CustomerLink is that guest communications are logged and tracking is made available through web reporting in real-time. Organizations are able to look for common issues and identify and deal with them in a proactive manner, helping to keep customer experiences positive.

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Keep Your Customers Satisfied And Loyal

In a constantly changing world of technology consumers expect instant access to all types of goods and services. The emergence of e-commerce and internet shopping have made virtually everything available online all hours of the day and night. Despite the relatively impersonal buying experience, consumers still appreciate and value the overall customer service experience. When they make a purchase, interact with a company representative, or browse a website and have a positive experience, they will likely return to the source for future purchases. Keeping customers happy requires insight, responsiveness, and professionalism.

The Customer Service Experience

A customer experience management company specializes in researching and seeking ways to improve the customer service experience across a wide variety of businesses. Regardless of the product or service being offered the general customer demands are very similar. Customers want to know that their business is appreciated and that their needs will be met according to the claims made by the product or service provider.

ServiceCheck is a leading customer experience management company and has taken the industry by storm with a variety of highly successful interactions with businesses and customers alike. Their professional and empathetic approach ensures that customer concerns and complaints are appropriately fielded and addressed in a timely manner.

The Voice of the Customer

Every business owner is also a customer at one point or another and should be able to understand the frustration of dissatisfaction of poor customer service. This is typically the driving point for understanding the importance of hiring a customer feedback company to accurately review the customer experience at its various stages.

Allowing customers a chance to air grievances or simply to make suggestions for improvement gives the company a chance to grow and succeed. Simply making customers feel important creates a positive reputation for new companies and can greatly alter the image of an existing but struggling business. The most common new referrals are from satisfied customers.

 

 

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Make Customers Feel Valued With Contact Options

servicecheck's insight:

Customer retention is essential for businesses of all types, but in industries where profit margins are low and competition is high, it is often the key to not just success but the ability to survive as a company.  Without grocery customer recovery, grocers may see the costs of attracting new customers eating through any profit they may make due to the thin margins these businesses operate on.  

A major source of customer recovery challenges to grocers is that many individuals will not report a problem to an employee when it occurs.  Whether a store is out of a product or someone felt the store was understaffed, more than nine out of 10 people won't say anything while they are at a location.  Underscoring this problem is that even if someone does report the issue, a store manager may not have time to appropriately use customer recovery techniques or resolve the issue to the customer's satisfaction.

While managers and employees are both required to support and assist shoppers, the reality is these jobs also encompass many other tasks that prevent them from spending most of their time assisting dissatisfied customers.  The solution to this problem is to take advantage of customer feedback and recovery services.

Third party services are very cost effective, have a high return on investment and can provide representatives whose job is to deal with and resolve customer issues.  Top customer service companies have multiple contact options, such as live agent call centers and email support, that are available at all times, day or night.

A key component of retention is making individuals feel valued, and a variety of contact options and representatives who take the time to listen to and assist someone are essential to solid grocery customer recovery rates.

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Social Media Feedback Should Be Collected From Multiple Source

Some people assume that social media feedback mostly comes from comments left by customers on a company's social media profile page.  The reality is that a large number of comments from consumers are posted on sites that have no affiliation to a business, such as forums and review sites.  This data is just as important as feedback left on a company's social media profile because it helps a business understand people's wants and expectations as well as being able to influence other consumers.
 
While aggregating data from a number of sites may be challenging for businesses, customer experience management companies can streamline this process.  ServiceCheck, a leader in the industry, provides SocialLink, a program that collects feedback from a variety of sources and provides the information to businesses.  The information collected by SocialLink is accessible to companies in real-time through web reporting, so businesses are able to act on feedback immediately.

There are several benefits of collecting customer comments from diverse sources, including that collecting feedback from a variety of sites ensures the most accurate picture of people's impression of a business.  Additionally, knowing about negative customer feedback allows a business to respond to it, and knowledge of positive customer feedback allows it to be highlighted.

In addition to helping steer a company in the right direction, being made aware of negative feedback gives a company a retention opportunity they may not have had otherwise.  Many people do not complain to a company but they will share their feelings online.  Businesses that are made aware of these problems through SocialLink can respond to negative feedback, which may reduce its negative impact as well as possibly opening up communications with an unhappy customer.  Furthermore, positive feedback collected by SocialLink can be used in online marketing campaigns and on websites as an incentive for someone to buy a product or service.

 

 

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Why Live Agent Contact Centers Are Still Important

Numerous companies are now turning to the Internet to handle their customer recovery. While some even offer 24/7 customer service through a website or via social media platforms, it is not an equivalent replacement for a live agent contact center. There is no question that social media, email and the Internet are important parts of a customer retention and feedback program. However, if someone experiences technical problems or is unable to describe their problem in the format provided, people may not even bother contacting a company.  

These methods of communication also do not provide the same level of attention or personal care that speaking with a company representative does. Furthermore, a frequent complaint among consumers is that businesses are too impersonal and don't value their customers. With a live agent contact center, individuals who reach out to a company can explain their problems at length and have their concerns resolved by an empathetic agent. Phone conversations also help build relationships and loyalty that are essential to businesses.

The most effective customer feedback and retention programs offer a variety of communication methods to consumers.  Research has shown that a very small number of individuals, less than 10 percent, will bring up a problem at the time they encounter it. For businesses to be made aware of the issue as well as having a chance at recovering the customer, they must make it as convenient as possible for the individual to reach out to the company.  

Making sure that 24/7 customer service is available is also crucial. People are now regularly calling well outside of normal business hours; approximately a third call after 6 p.m. and about a quarter call on the weekends. If agents are not available to work with someone, the customer is likely to give up and take their business elsewhere.

 

 

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Keep Your Customers Happy

Good customer service is at the top of the importance pyramid for any successful business.  By creating an atmosphere that is customer-focused, an organization will retain loyal customers whilst simultaneously drawing new customers through the doors via good word-of-mouth.  In order to achieve great customer satisfaction, the first step is listening to what your customers have to say.  Utilizing a customer feedback company is one of the easiest ways to do just that.

A customer feedback company is a third party organization that provides a platform for customers to give feedback.  Only when you know what your customer wants, can you strive to deliver it. The best customer experience management company will be available [with live agents to handle calls] 24 hours a day, 7 days a week, 365 days a year.  Having a live person, rather than just a voice mail or email box, provides your customers with a more personal experience.  Only a real person can deliver empathy and express apologies in a way that will appropriately show concern for your customers' grievances.  When an unhappy customers voices his or her concern to a live agent, they will feel like someone is truly taking notice; they are made to feel like what they have to say matters and they are more than just a number.

Once you know your customers' feedback, it is important to make necessary changes to address their issues.  All the empathy in the world will not matter if things stay exactly the same.  Of course, you need to think within reason, but if a client expresses dissatisfaction with something that can easily be adjusted, it makes sense to adjust it.  When customers see that their feedback is taken seriously, it will instill confidence in your organization and make them want to continue doing business with you.

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