How to show a customer care or what is «customer service» by 4Service
At the end of the program your clients will have the feelings, that the product or service meet their expectations, and increases their level of recommendations.
Customer service is a basis and a key to the building of the competent client relationships. It allows to form the positive customer experience and returns your customers for the product or service over and over again.
Do you want to know, what is the basis of customer service in your country?
According to the experience of 4Service generally customer service in companies is based on the compliance with regulations and standards of service that are the same for all and does not include customer specificity and certain situations. Recently, despite the fulfillment of service standards, the level of commitment to the clients is very low. This means that the era of standardized service is a thing of the past, now the emotions are in the foreground, as well as creative and individual approach.
To provide the staff with rigid frameworks, and then to complain about the low level of recommendations, that is the inheritance of blinkered and non-progressive managers.
While you are trying to find out, why your clients are all of a sudden irritated by the consultant question: "How can I help you?", then we have to disappoint you, these phrases do not work anymore, in the way they did not work three years ago.
Because the basis of customer service contains the following concepts
Customer support is a service client support during the process of choosing or baying of the product. Customer support includes qualified personnel valuing not sales but the help to the client. This is the availability of the prompt feedback across all channels of communication. Also it should include a problemless product return system and technical support at all stages of operation.
In the other words, customer service is all services of the company that simplify the life of the client, and help to make a purchase or to use the service.
Many companies may have a well-established service support for customers, but this does not mean that the level of customer care is also high. This is because the customer care is a complete customer care, personalization of services and individual approach to everyone. It is beyond the standards of service, it si about the "humanization" of the process.
The successful experience of communication with the company on behalf of its employees comes to customer experience, which in its turn is a combination of impressions received by client from the interaction with the company. And every manager should strive to make this experience more positive, and then the percentage of positive recommendations and the profit will increase.
4Service company provides a full cycle of development of the positive client relationship with the company.
Mystery shopping service ⎫ allows to conduct staff monitoring, to evaluate the service of the company, and that allows to receive necessary information to make changes into the strategy of brand development.
Do you want to know what effect do your promo-actions have, how your promoters work and what emotions do they cause in the clients?
This and much more can be determined by POS-audit service, that is about to monitor and to take success rates of the promotion actions, placing of advertising POS-materials and activity of promoters.
GuestTrack service allow to gather all testimonials of the company in one place and to receive a qualitative feedback. This is a single window of analytics for rapid improvement of the quality of service.
To determine the level of promoters, neutrals and critics among your customers there is a NPS-management program. This one gives you the possibility to receive the answer for the main question: whether the customers are ready to recommend your company?
These tools are checked by time and experience, since 4Service company is successfully developing in the service market for 15 years already and during this period of time it has become a monopolist of services provided in Ukraine, Russia, Belarus and Kazakhstan.
The branch of services is changed from day to day.
Are you ready to accept the new rules of the customer service and to win? – 4Service will be a reliable pillar.
Trust your service future to the leaders!
In everyday work, in our relations with the customers, in the interaction with the exterior world, we, 4Service team, are guided by several principles. They are essential for us since they determinate the actions and decisions we take and help to realize the company’s development strategy.
4Service is a team of like-minded people. The goals of the company are achieved only with the team efforts. For each of us the following five main values of the company are the most essential:
Our audacity means our constant striving for more, our desire to achieve even more than it is possible. We are never afraid to try anything new.
Our greed means the increasing of our efficiency, enlarging our sources both financial and human. We strive for the leadership. Proactivity is our usual state.
Our actions bear no formalities. Each of us thinks before acting. We realize which use can bring every effort we make.
We are honest with ourselves and with people we ineract. We are ready to ask the direct questions clear out the complicated points and share the information and we expect the honest answers from our interlocutor. We trust our colleagues and we expect the honesty in response.
We support each other, because we realize that the great results can be achieved only working in team. We respect ourselves, our colleagues and partners. Ethics and humanity determine our behavior inside the company, as well as with the interested parties.
A direct line to your customers
They criticize you, they write scathing posts on social networks, they praise you to their friends over the telephone and they confide in their spouses about their outrage regarding the service they received However, more often than not they keep their feelings to themselves and do one of two things: they either return or never go back. They are your customers.
WHAT ARE YOU WILLING TO DO TO FIND OUT WHAT’S GOING ON IN THEIR HEADS?
We are ready for everything!
4Service has been researching and working to improve customer experience for around 15 years. We have thousands of eyes and ears. More precisely, we have 300 000 people on hand who work to improve customer experiences. We are everywhere: we speak 29 languages and work in 52 countries around the world. We have a powerful analytic center, from which we are able to monitor every change in opinion regarding you and your business posted on social networks.
For your service to satisfy even more customers and to help your business flourish. If you, like us, believe that customer loyalty is the main profit generator of any business, then welcome to the 4service laboratory!
With us, good companies become the best. We help you to put yourself in your clients' shoes, to listen to their opinions and make them happy.
Mystery Shopping - a technological assessment of the quality of service undertaken by specially trained employees
We measure the number of dissatisfied customers, find out the causes and take effective measures to reduce their dissatisfaction
An effective tool for conducting surveys. Proper communication with customers enhances your reputation!
Sales increase rapidly
Your chance to inspect 1000 points of sale at a time
Sales stimulation from 4Service Group – programs working on 100%
Ann excellent opportunity to find out the real opinion of your customer
Ann efficient way to detect any problems or weak points in your business
Maximum comfort for the customer to choose the product
Why do we do it better?
Because we appreciate good service ourselves
Because we believe in the importance of good service
Because we have extensive experience working to improve customer service
We are the ones, which, in 2001, proposed the Mystery Shopping service for the very first time in the former Soviet Union.
Since then, our Secret Shoppers have given over a million service evaluations to companies active within a variety of sectors, from fast-food restaurants to international banks. 4service has become a major player not only in Russia and the Commonwealth of Independent States, but is also now growing rapidly in the European Union, developing its Scheduling Worldwide under 4Service direction. 4Service offers this business model to agencies like us that conduct the high-quality Mystery Shopping program and market research as an experienced fieldwork partner in Europe and beyond. We are a member of the leading international Mystery Shopping Providers Association (MSPA), where we continuously learn from the market leaders.
OUR EFFICIENCY HAS SIMPLE SECRETS:
- 1. We are highly adaptable and use the most modern technology available in the sector.
Forget about the secret customer stereotype - that was created by the media. It is not a stress-show. The professional evaluation service for customer satisfaction is more like a financial audit with the use of analytic software. As a result of this combination, a method for improving your customer service and a specific action plan can arrive straight to your desk!
- 2. We are committed to the five values of our company.
You can find out about our values (truth, use, love, greed and audacity) on a special page of our website. We would just like to say here that take each of these values very seriously and sincerely. We know you might be curious to know why we value greed. Well, to us in this context, greed represents our thirst for new tasks and achievements! It energizes us.
- 3. We simply love what we do.
We will comment on this point here – just talk to our team and you will understand.
ARE YOU READY FOR THE CHANGES?
So you already know the price of the service, you want to improve your company and, most importantly, you are ready to start.
However, you are still not sure that the methods which have been a success for companies such as МТС, METRO, Ecco or Raiffeisen Bank will also be a success for your company.
Don’t worry. You simply need to see how your situation matches up with the services we offer, as listed on our profile.
To do so, just drop in for a chat, give us a call or write us an e-mail.
We can provide you with a list of times we have worked on cases similar to yours for free.
ARE YOU SURE YOU’RE READY!?
If you start working with 4service, there will be no formal budget developing.
We don’t work this way. Each decision we make and the effort we put in will be covered by the increase in income of your company
WE BELIEVE IN THE RETURN OF INVESTMENTS!
Everyone will have a job to do. We expect our tips and recommendations to be taken on board and implemented. We have the means and technology needed to motivate staff to change and improve your service..
Don’t contact us if you are not prepared to put in some hard work along the way
And remember: your customers are your best teachers and counselors! We will help you to listen to them better than anyone else
More than 300,000 mystery shoppers in the countries of Eastern and Central Europe, the Balkans, the Caucasus and Central Asia.
About our work
Any complete system can be broken down into the components, and its elements into even smaller. Such an approach is a pledge of a clear understanding of how the individual parts "force" to work the entire mechanism. The service is also a mechanism consisting of the standards, regulations and complementary parts. It is important not only to provide the basic principles of a good service, but its further evaluation. Monitoring of the service quality dramatically affects its improvement in the future. In order not to blunder, the customer needs to know only 5 simple rules, how to choose a contractor to assess the quality of service.Read more ...
4Service Group is an expert in the field of customer service, the company regularly performs the research of customer service in the various fields of business in the countries of its presence: Georgia, Azerbaijan, Ukraine, Russia, Kazakhstan, Romania, Bulgaria and others. The following material is about the service development in Georgia.Read more ...
Market Reviewsall reviews
The trend in the recent years has been a passion for the spiritual practices, self-improvement, world cognition and adherence to the principles of positive thinking. These trends so densely entered into our lives (and it should be noted, they really work), that it is time to think about how to apply them universally. Of course, each of us spends a lot of time at work, constantly facing people. In the field of servicing the communication with people (customers) is not less important than the communication in everyday life. And here the positive thinking can help greatly for the sake of service.
The fact that the service is a critical aspect in the work of any company is not a secret to anyone. But this obvious fact was always perceived intuitively and was not represented in the figures. We have corrected this situation by the conducting of interesting market research, which determined the dependence of the average ticket from the client satisfaction with qualitative service.
Our Clients about us
It should be noted that 4Service agency provides not only a package of quality Mystery Shopping services, but consulting and training as well.
The work of 4Service Group fully complies with the key principles of business cooperation and the fulfillment of mutual agreements.
4Service Group should be recognized as a professional "Mystery Shopping" services provider. The Company has proven its customer experience high quality due to the professional staff able to cooperate effectively, to react promptly and to correspond with requests and needs of the client.