Work Smart Tip – Sept. 5
…take a walk in your customer’s shoes
WHY? So you can see first-hand how they are treated by your employees and what obstacles they must overcome in order to give you their business.
HOW? Play “Undercover CEO.” Leave a message on your website and see how long it takes to get a reply. Call using an unfamiliar number to see how many rings it takes to get answered. Ask an unfamiliar friend or relative to pose as a customer and inquire about a hard-to-find product or service. Are your employees helpful? Do they respond to questions in a knowledgeable manner? Do they empathize with the customer? Or do they shrug their shoulders and go back to the game on their phone.
SOURCE: John Tschohl, Service Quality Institute