This methodology typically tries to answer the questions: “Do your employees perform their duties as per the training offered in handling customers?” and “Are your customers satisfied?”
Employee customer service training could entail some of the following:
- Politeness in dealing with customers
- Dispensing the right amount of product, if the product in question requires measurement
- Being courteous
- Wearing name tags for ease of identification by the customer
- Greeting and smiling at the customer
- Explaining other services or products, new or existing, that the business is offering
At Neotrends Research, we send our experienced interviewers to act as undercover customers. Their role is to observe all aspects of customer service as per the business guidelines and the training given to employees.
Our respondents then fill in the electronic questionnaire after leaving the business premises. This gives the business an opportunity to know which aspects of customer service require redress, and why.