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.
Direct line with your Customers
They criticize you, they write slashing posts in the social networks, they praise you eagerly to their friends by telephone or confiding their outrage to their wives. Or even more often – they just burn their emotions and remarks inside and, as a result, do one of two things. They come back. Or they leave you forever. They are your customers.
WHAT ARE YOU READY TO DO TO FIND OUT WHAT'S ON IN THEIR MINDS?
We are ready for everything!
For about 15 years the company 4Service has been working on researching and improving of customer experience. We possess thousands of eyes and ears. More precisely, we have 300 000 usual people at hand who want to make their customer experience better. We are everywhere: we speak 29 languages and work in 52 countries of the world. We have a powerful analytic centre, where we watch every slightest vibration of social opinion about you and your business.
For the only reason - to let your service have even more satisfied customers and make your business flourish. If you, just like us, believe that the devotion of the client is the main capital of any business, welcome to the 4service laboratory!
With us the good companies become the best ones. We help you to put yourself in your clients' shoes, to hear them and make them happy.
Mystery Shopping - a technology assessment of the service quality by specially trained people
We measure the number of dissatisfied customers, find out the causes and take effective measures
An effective tool for conducting surveys. Proper communication with customers enhances your reputation!
the sales are increasing unbelievably fast
your chance to inspect 1000 points of sale at a time
Sales stimulation from 4Service Group – programs working on 100%
an excellent chance to find out the real opinion of your customer
an efficient detecting of problems and weak points of your business
maximal comfort for the customer to choose the product
Why do we do it better?
We love the good service ourselves
We believe in its importance
We've been working in this business for a while
We are those guys who proposed the Mystery Shopping service for the first time in the former Soviet Union in 2001.
During this time our Secret Shoppers have given over a million of service evaluations of different branches, starting with fast-food restaurants and up to international banks. 4service became a major player not only in Russia and CIS, but also is growing rapidly in the European Uniondeveloping its Scheduling Worldwide by 4Service direction. We has devoted this business to the agencies like us that we help to do the high-quality Mystery Shopping program and market research as experienced fieldwork partner in Europe and beyond. We are the member of the leading International Professional Association of “mystery shopping” providers MSPA , and we are learning continuously from the best ones.
Our efficiency has
- 1. We trim the sails to the wind and we are using the most modern technologies in this sphere.
Forget about the Secret Customer stereotype (Examiner), that was formed by TV. It is not a stress-show. Professional service of customers experience evaluation looks more like financial audit with involvement of analityc and special software. As a result - the insights about improving of your service and specific plan of action on your desk!
- 2. We are committed to the five values of our company.
About our values - Truth, Use, Love, Greed and Audacity – you can find out on the special page. We will just mention here that we consider each of these values absolutely seriously and sincerely. All right, we know that you are curious why we value Greed? In short, our Greed means our thirst for new tasks and achievements! It energizes us.
- 3. We simply love what we are doing.
We will not comment – just talk a bit with our team, and you will understand.
Are you ready to the changes?
So, you know the price of the service and you want some improvements of your company and, most important, you are ready to start.
But you are still not sure that what has suited to МТС, METRO, Ecco or Raiffeisen Bank – will succeed with your company.
No worries, just check out the compatibility of your situation with our profile.
For this you just have to drop in for a chat, telephone us or write us an e-mail.
You will get for free the list of our work examples in the cases similar to yours.
Sure you are ready!?
If you start working with 4service, there will be no formal "budget developing".
Oh no, we can’t do this way, every decision and every effort must lead us to some particular aim which will be definitely covered by the income increasing of your company.
IN ROI WE TRUST!*
So everyone will have to work. We expect our recommendations not to be put aside, but to be methodically realized. We have efficient means and technologies for motivating the staff for the changes and improving your service.
If you are not planning to fight for the result, better not contact us.
And remember: your customers - are your best teachers and counselors! We will help you to hear them. Better than anyone else )
* We believe in the return of investments!
P.S. And if You don’t believe – we will return them to you. ;)
More than 300,000 mystery shoppers in the countries of Eastern and Central Europe, the Balkans, the Caucasus and Central Asia.
About our work
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Sellers without work experience, but with the positive thinking, can sell better than the experienced, but emotionally neutral staff - Alina Andreeva, 4Service International
Is there any way to manage the emotions of the sellers in the store or your own customers? The answer depends on what you are going to do. But the experts offer to take into account the emotional state of the employees and emotionally affect the buyers. Alina Andreeva, Chief Operational Officer of 4Service International told us in an interview on the essence and practice of the using of an approach called "oxytocin infection".Read more ...
Market Reviewsall reviews
If a brand wants to be talked about, an endless stream of press releases and self-promotion on social networks is not the best way. It's much better to remain silent and ensure that your clients are so satisfied with your service that they tell everyone about it. Fortunately, many companies are able to do so.
How to find out whether the customer remained satisfied with your service and how not to lose him/her immediately
According to John Tschohl, “guru of service culture”, world-renowned consultant on service strategy and president of Service Quality Institute (USA), now in the USA almost every company has started active construction of service strategy based on the customer feedback. Such feedbacks are actively and persistently collected after the first customer interaction with the company, and almost after every repeated one. Domestic companies are every bit as good as others
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.
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.
The work of 4Service Group fully complies with the key principles of business cooperation and the fulfillment of mutual agreements.