On Site Training
The Outstanding Customer Service in store staff training program will be compiled in conjunction with you, the owner, and the managers input. Each training program will be unique and incorporate your companies rules and regulations.
Invaluable Information
We want your staff to retain everything they will learn in the training and to utilise what they have learnt, not leaving out or forgetting anything that they have been taught. By incorporating the latest interactive teaching methods your staff will grasp and retain the information.
Only The Best Will Do
Once the training is complete all staff will be thoroughly tested and a minimum pass rate of 90% is required. This may seem extreme but both you and Outstanding Customer Service only want the best for your customers.
Regular Staff Assessments
An Outstanding Customer Service representative will visit your store regularly to do random on site staff evaluations to make sure that the staff are implementing what they have been taught.
Customer Satisfaction
At Outstanding Customer Service we want to ensure that your staff learn the value of giving your customers Outstanding Customer Service at all times.
At Outstanding Customer Service we offer 2 very effective yet equally important solutions. Both solutions can be implemented independently, however, we recommend running both to maximise your return and overall potential.
With the Video Mystery Shopper Programme your store will be assessed by customers who will record the entire experience with a hidden camera and then answer questions about their experience. It is highly recommended that a Video Mystery Shopper programme be implemented first to get an overall view of the service levels. However the choice is yours if you would like to start with the training or alternatively you can incorporate both solutions at the same time.
Our onsite Staff Training Program will train your staff to be confident and to competently deliver a service that your customers will never forget.
INTERACTIVE STAFF TRAINING PROGRAM
SUSTAINABLE SOLUTIONS
VIDEO MYSTERY SHOPPER
PROGRAM
Customers Point Of View
Video Mystery Shoppers act as normal customers and experience the sales process as your every day to day customer would. Each Video Mystery Shopper will be equipped with a hidden camera to record their experience.
Anonymous Research
Outstanding Customer Service have hundreds of Video Mystery Shoppers who will anonymously visit your store.
Evaluate Stores
Each Video Mystery Shopper will receive a store specific customised questionnaire that will be completed after each visit. The questionnaire will be compiled in conjunction with owners and upper management with the input of a Outstanding Customer Service Representative.
Monthly Feedback
At the end of each month all the video mystery shopper data collected will be analysed and inputted into our customer satisfaction index model which will show you in minute detail which areas you are excelling in and which areas you need to focus on. Each store will also receive an edited video highlighting all defining moments, both positive and negative.
Identify Training Needs
The Mystery Shopper Programme concentrates heavily on the service delivery aspect of your business. The Mystery Shoppers evaluate your staffs performance from first point of contact and through the entire process until they exit your store.