How To Check Customer Service Staff Performance
- Apr 01, 2019
Sometimes retailers are doubted about their sales team performance and they cannot afford to lost more sales so they take some steps to check the errors.
As a business owner, store manager, or sales director, you know that providing excellent customer service is key to running a successful business. This is especially true when it comes to brick and mortar locations, whether we are talking about a retail outlet, train station, bank branch, real estate display home, or car dealership. Keeping customers flowing through your doors instead of opting to shop online or from a competitor requires making sure that your in-store customer experience is as pleasant and convenient as possible.
The obvious question, then, is what’s the best way to accurately test, monitor, and understand your store’s customer service performance? How should you go about testing things like staff engagement and checkout experiences?
In this piece of writing, we are going to discuss two ways of checking your customer service performance and staff through mystery shoppers and footfall analytics. Before we start discussing let me tell you that Xcentric Services is selling the world’s most accurate people counter, 3D Alpha + manufactured by V-Count. If you are a retailer and want to get data of customer behavior you want to buy people counter, do visit Xcentric Store to get people counting camera price.
How do mystery shoppers work?
Mystery shoppers are employed usually through an agency to visit your store in the guise of a regular shopper. After browsing your store, interacting with your staff, and making a purchase, they then report back with feedback regarding your customer service performance.
How does footfall analytics work?
The most in-depth and accurate footfall analytics technology available on the market today is based on data gathered by Wi-Fi-based footfall analytics devices. Based on the metrics, footfall analytics provide a range of useful customer experience insights.
Advantages and drawbacks of using mystery customers to check customer service staff performance:
One of the main advantages of using mystery customers to check your customer service staff working is the fact that they mystery customers gather human-based insights about the performance of your store staff. For example, a mystery customer will tell you that your store staff was too busy to greet the customers, or that the other staff member who assisted them did not know much about products and the offers.
Similarly, mystery customers are great if you’re looking for feedback regarding a specific aspect of your customer service. For example, a staff taking the initiative to tell shoppers about a specific promotion or special offer?
On the other hand, it’s worth keeping in mind that the feedback provided by mystery shoppers is subjective. While using a reputable agency will help ensure that your mystery shopper has undergone training and has ample experience, what constitutes poor customer service in one person’s eyes may not even register on another’s radar.
Similarly, only depending only on one or two mystery customer’s judgments you put the progress of your business in hands of just a couple of people. Even if a mystery customer experiences terrible customer service, there is a chance that this was the result of a one-time incident and not the norm.
Advantages and drawbacks of using footfall analytics to test customer service performance:
Wi-Fi people counters provide real-time footfall analytics, 24/7. Combined with sales data, they provide a wide range of insights that give you ‘big picture’ visibility of how customers engage with your store. Here’s a list of some of the most important metrics Wi-Fi based footfall analytics solutions allow you to measure:
- Dwell times
- Bounce rates
- Walk by
- Customer flow
- Conversion rates
- Customer loyalty
Because you have access to all of these metrics over a long period of time, Wi-Fi footfall analytics provide accurate and reliable insights, as opposed to feedback based on a single experience. Another benefit of footfall analytics is that if you install sensors at multiple locations, you’re able to compare store performance metrics.
This helps you to improve the customer service staff of your store by making some changes in the working and rules of the staff members. Another benefit of footfall analytics is that it allows you to respond to customer service problems in real time. For example, if your store experiences unusually high foot traffic and the checkout process is clogging up, as a result, you’re able to open additional checkouts and put extra staff members on the floor to speed things up.
Of course, there’s one thing that footfall analytics simply can’t provide: first-hand, human feedback. As valuable and reliable as foot traffic data is, only a human being can put their finger on why a particular interaction or experience made them feel the way they did. Want to find out more about how Wi-Fi-based people counters can help you understand and improve in-store customer service? Check the Xcentric store to get accurate information about products and people counting camera price.