In the name of Service!
INTERNATIONAL MARKET RESEARCH CUSTOMER EXPERIENCE MYSTERY SHOPPING
4Service “live” call-center is a unique tool for conducting telephone surveys. During “live” call-center surveys respondents communicate with specialists, who act according to a specific scenario and find individual approach to each respondent. Their objectives are market research, customer retention, increasing customer loyalty and attracting new customers.
The way how a shop-assistant addresses the client is the first thing that draws customer’s attention. The further interest to the product and the desire to make a purchase will largely depend on this first impression. That is why, for shop managers it is crucial to know what kind of greeting their clients prefer.
Standards of service are the minimal requirements that employees of service companies need to fulfill in order to provide quality service. However, it often seems that customers do not really care about such elements of service as a smile, greeting or employee’s politeness, and their main goal is to get through with the purchase as quickly as possible and go back to other tasks.
On November we have opened a sales and client support office in Baku, the capital of the Republic of Azerbaijan.
On December , 10-11th , 4Service team visited Cologne (Germany), the city which is the birthplace of the first perfume industry in Europe, as well as the site of one of the greatest and highest cathedrals in Europe.
On December 5, as part of the project «Ukraine HR-Brand Award 2014», the first practical conference of HR-branding took place. The main goal of this event was to promote nominee projects as well as to share experiences among employer-branding professionals.
On October 1st 4Service opened our office in Bratislava, the capital of the Slovak Republic. The location is to serve as our 2nd operational hub in Europe with a focus on managing our scheduling fieldwork inside the EU, and also to become our new 4Service Scheduling headquarters!
In early autumn 4Service company conducted research on the service expectations of the men and women who visit grocery supermarkets. Interesting findings were revealed about who accompanied shoppers during their grocery shopping. Men proved rather to go shopping with friends, while women tend to go shopping with children.
In 24 out of 100 cases, bank employees in Kazakhstan didn’t greet customers and in 17 cases they didn’t say farewell, according to the data from 4Service company's analytical report “Service Quality Research on Personal Banking in Kazakhstan banks”.
A service quality audit can be based not only on evaluation of employees who sell to customers or serve them; employee performance can also be checked on other levels. It can be especially useful at the staff recruiting stage, since it is the performance of HR-specialists that determines who works for a company.
Strona 5 z 10