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Customer Service Specialists
At Focus Plus Service Auditors we are committed to enhancing the Customer Experience within your business.
We are dedicated professionals in the pursuit of Customer Service Excellence for you, our clients, and for your Customers.
At Focus Plus Service Auditors we are committed to enhancing the Customer Experience within your business. We are dedicated professionals in the pursuit of Customer Service Excellence for you, our clients, and for your Customers.
With a combined experience of over 30 years in high pressure frontline Customer Service positions we have learnt from the challenges facing all Customer Service Professionals. Insights gained from those experiences permit Focus Plus Service Auditors to assess and evaluate the Customer Experience delivered by your team and then provide up to the minute feedback and where necessary, Staff Training solutions to improve Customer Service and Sales procedures.
Our Customer Service Monitoring and Training programs are all tailored to your needs and evolve with your business as improvements and strategies are achieved. Your Customer Service Experience creates value for your Customers and we have the expertise to optimise it!
What is Customer Service Monitoring?
Also known as Mystery Shopping or Secret Shopping, Customer Service Monitoring is the appraisal of Staff Customer Service standards during the shopping experience.
While posing as a potential customer, Focus Plus agents, also known as Secret Shoppers , Shadow shoppers or Mystery Shoppers, record all aspects of the sales process on a personally designed Service Audit. The data is collected and entered in our strict Quality Control Program. Confirmed data is recorded into specifically designed and analysed reports for our clients.
Focus Plus Service Auditors can create a tailor made Staff Training Package to address any emerging trends. Don’t lose your potential Customers once they have approached your business. It is 6-7 times more expensive to gain a new customer than it is to retain the one in front of you!
Why Monitor My Customer Service?
Your Customer Service is what sets you apart from your competitors. Everyone can price match, but Customer Service is what will boost your profits and maximise all sales opportunities.
Because without Customers coming through your doors you have no-one to sell to. A large percentage of a company budget is concentrated on training and advertising. By monitoring Customer Service and sales process we assess how well Staff use the training tools they have been given. It is vital that all Staff are proficient in Cross Selling, Up Selling and Following Up as foundation sales skills.
The constant monitoring of Customer Service assists in developing programs to increase company profits, achieve motivated and enthusiastic staff and most importantly satisfied and returning customers.