Performance Monitoring
Free up your team leaders to manage and motivate your team to achieve KPI’s and service standards.
Let specialists at Professional Communication Training accurately measure service levels and selling skills against a set of customer service and sales performance standards, tailored specifically for your business
Anonymous Telephone Auditing is an efficient way to measure and improve telephone customer service without the risk of putting pressure on individuals or creating disharmony in your team.
Many organisations see great benefit in out-sourcing such tasks. Being able to receive real time feedback from a mystery shopping coach enables you to identify skills gaps and implement necessary coaching immediately.
Is your team providing the service you would expect?
By providing staff with the necessary knowledge and skills and continually measuring for performance improvement, customer satisfaction and sales opportunities will be optimised.
A business providing good quality looks the same as a business providing poor quality.
Customers get frustrated and angry with the run around - “Press one for this, press two for that” Finally they reach a sales person who’s having a “can’t be bothered” day, “tell someone who cares” attitude or “near enough is good enough” behaviour – cross selling and up selling opportunities are being pushed away.
Up to 68% of lost customers is due to an attitude of indifference!!
Nobody really knows the full damage a lost customer can cause your business, we do have some frightening statistics and we know that it costs about six times more to replace one.
Let Professional Communication Training identify skills gaps in your team and implement standards that will improve performance, productivity and results.
Training is an investment – losing customers is a cost
Monitoring/ Mystery Shopping will identify skills gaps in the following areas:
- The timing of the response
- The greeting/welcome
- Attitude/voice tone
- Listening/clarifying customer needs
- Identifying buying signals
- Acknowledging customer concerns
- Product knowledge
- Presenting the product/service
- Cross selling/up selling opportunities
