Take Control of Your Customer Service Reviews
Customer service reviews can come from a wide variety of sources: word of mouth, customer feedback, websites like Yelp and Citysearch, or your own customer service initiatives like mystery shopping assessements, video mystery shopping efforts and IVR surveys.
No matter what the source, customer service reviews can materially affect the quality and quantity of your new and returning customers. At Mystery Shoppers Inc., we believe taking proactive steps and setting up strong feedback loops with your customers leads to strong customer service reviews, which in turn build your business and boost employee morale.
The Impact of Customer Service Reviews
Customer service reviews can have a tremendous impact. Whether negative or positive, a few words in a customer service review mean more to most customers than dozens of words from your fliers or website. Why? Simple - people tend to trust unbiased opinions.
But
are those unbiased opinions always truthful, or even unbiased? Not
always. That's why you should always be aware of the quality of
customer service you're providing and in touch with the flow of opinion
in customer service reviews. If you're doing your job to gather and
cultivate a good customer service profile, a few bad service reviews
from hard-to-please customers - or even a competitor posing as a
customer - won't derail your customer traffic.
Mystery Shopping Gives Your Customers a Voice
Video and written mystery shopping are ideal techniques for gathering information on the customer experience you're delivering. If there are problems or process improvements that you can make now, you want to know now, before they explode into crises that could sour the tone of your customer service reviews and turn away loyal customers.
If you'd like to discuss mystery shopping and secret shopping services with our team of customer experience experts, contact us today for an obligation-free consultation.
