Today, Business Wire reported that to increase customer service ratings, companies should concentrate on courtesy and product knowledge when dealing with customers. This came from a recent survey conducted by the Mystery Shopping Providers Association (MSPA).
3,500 mystery shoppers participated in the survey who evaluated customer service, operations, and other aspects of the customer experience. Of all the shoppers, over 93% of them felt courtesy and employee knowledge were most important in having a pleasant shopping experience. They also said that businesses needed to work on their upselling skills.
The MSPA's goals are to help businesses improve their quality of service. Members include marketing research companies, private investigation firms, training organizations, and companies that provide mystery shopping services. Find out more about the Mystery Shopping Providers Assocation at: www.mysteryshop.org
» Remembering World-Class Courtesy from Customer Service Reader
In February 1998, the National Partnership for Reinventing Government released its report on Best Practices in World-class courtesy. Long since consigned to the dustbins of bureaucracy, the report (prepared with the cooperation of USAA, Nordstrom, and... [Read More]
Tracked on: March 6, 2006 6:20 AM | Permalink to Trackback