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Why Choose Service Excellence Group
as Your
Mystery Shopping Partner?
Because we're fanatical about customer service just like you!
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We give you a plan that presents a strategy that will achieve results for you. Results that create the image, reputation, and service-friendly environment which keeps your business growing.
Exceeding customer expectations is vital when companies are trying to achieve a competitive advantage. Service Excellence Group, Inc. has founded their success by implementing customized programs tailored to provide an actionable and measurable look at ways to improve the quality of each partner's customer service delivery and support these findings by providing solutions for improving customer service standards. End result? This puts them head and shoulders above the rest of the crowd.
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MYSTERY SHOPPING
Mystery Shopping is the "eyes and ears" of your customer. It is a distinct method for gathering detailed, unbiased feedback from the customer's perspective that is used to measure, monitor, and maintain operational standards within your organization. Using a consistent approach, we carefully analyze and present results according to your organizational hierarchy and reporting requirements, providing objective data to better understand performance strengths and opportunities for development.
In what areas are you seeking feedback? On the telephone, face-to-face, through your web site… In an effort to achieve maximum results from the Mystery Shopping Component, much consideration is geared toward designing the actual evaluation instrument. Customer Service Evaluations or Mystery Shopping Surveys come in an array of formats from which to choose. We customize an evaluation form tailored to our partner's in house training initiatives, organizational objectives, and program goals that allows our evaluators/mystery shoppers to take an in-depth look at the "total experience" and current customer service level. The evaluation form pinpoints Associate strengths as well as skill development areas.
Who conducts the mystery shops? Our state-of-the-art on-line system allows us the flexibility to select "just the right shopper" from a diversified pool that fits our partner's customer demographics and profile. Then we educate them with the philosophy that they should identify the attributes of "the total experience" that make them want to return to do business.
We coach for results! Educating shoppers is an on-going, continual process. we manage our shoppers' performance and provide feedback regularly to give you consistent results. Our on-line site offers the ability to grade our shoppers’ performance so only the "best of the best" will be working on your projects.
PUTTING FEEDBACK INTO ACTION THROUGH CONSULTATION AND TRAINING
Service Excellence Group is more than a mystery shopping company. Our programs have been implemented to assist our partners in reinforcing their corporate culture through consultation, improving performance through training initiatives, and motivating employees through the recognition of excellence.
CONSULTATION
What did the survey uncover and how can you put the information to good use? Read 'em and then reap the benefits when our Program Consultants analyze, review, and present the feedback in terms that help you drive performance improvement as well as help identify accomplishments. Consultation allows our consultants to interact with various levels of personnel to insure that you know what is happening in each environment, along with what impacts the customer's perception. This component gives our partners the knowledge to drive performance in those areas that really matter to the consumer.
TRAINING
Is your training producing the results you need? On its own, mystery shopping is a great operations tool. But when paired with our Training Initiatives, we provide our partners with hands-on tools and activities to enrich learning and transition knowledge from the Mystery Shopping component into behavior.
We are known for tailoring and facilitating programs that create opportunities for each partner to enhance and develop strategic competitive positioning. Our training programs offer coaching to motivate your team to become world-class customer service providers. Each session is customized to support each partner's in-house training as well as the program objectives.
CELEBRATE SUCCESSES WITH REWARD AND RECOGNITION SERVICES
Will the mystery shops motivate your employees to do better? When evaluating employee performance against your standards it is always more inspiring when you "accentuate the positive." We can help you develop an integrated Reward and Recognition Program that will build a positive framework around your mystery shop program and drive your employees to exceed customer expectations.
Our goal is to help your team noticeably improve their customer contact skills so that your business grows and your employees feel good about the contribution they're making.
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