OUR PRODUCTS

MYSTERY SHOPPING - MONITORING - CUSTOMER SATISFACTION - MARKET RESEARCH

Customer Service Training

Regardless of your employees role, every employee and Manager must be equipped with the necessary skills to communicate with your Customers in person, on the phone and via email. Companies around Australia and the world are reassessing all aspects of their business and the need for improved Customer Service and as such the need for business communication skills is paramount. Your team of Staff are your most valuable asset and need to be invested in accordingly. Developing their skills is the greatest investment a business can make and the returns are invaluable. Australian Business Owners are only just now realising the huge advantages of using a Customer Service Training provider to improve the quality of their Staff and the Customer Service Experience they deliver. There is an obvious need for an effective education process and at Focus Plus we have the solution. Our Training Programs are developed to ensure your Customers not only return but also increase their average spend with you and most importantly recommend you to their family and friends. This is the true gauge as to the standard of the Customer Experience you deliver. All our training packages include an initial* monitoring program to assess and evaluate the needs of those involved in the training sessions. By conducting monitoring programs we can identify strengths and weaknesses and ensure we target the correct areas before training begins guaranteeing all training is relevant to your Staff and your business. *A once only program will be completed at all sites/stores involved in the training program free of charge. Conditions apply. * Additional monitoring programs can be arranged and will include loyalty bonuses/discounts for all our training partners. Our Partners currently utilising our Monitoring services are also eligible for loyalty bonuses/discounts when commencing a Training Package.

Focus on Staff

staffPhone Enquiry Audit – Monitoring the effectiveness of your Staff’s Telephone Sales Manner and Enquiry Solution Skills.

Walk-in Enquiry Audit – Monitoring the effectiveness of your Staff’s Customer Service Standards and Sales Skills.

Internet Enquiry Audit – Monitoring the effectiveness of your Staff’s Online Customer Service and Enquiry Resolution Skills.

Reward and Recognition Program – “Focussing on You” – Rewarding Outstanding Staff Achievements to motivate Employees to Strive for Excellence.

Focus on Customers

customerPost Purchase Audit -Customers Feedback and Reaction to the Shopping Experience directly after Store Contact or Product Purchase.

 

Focus on Business

businessIn Store Audit -Evaluating the Presentation of the Premises, Staff and Products.

Competitor Service Audit – Phone, Internet or Walk-In Enquiry of Staff Service and Sales Standards, Gimmicks and offers of your Competition.

Focus on Shopping Centres

Mall-Stock-PhotoMarket Research – In Centre research obtained from visitors to the Centre and locals. Area demographics for Marketing and Promotional campaigns.

Shopper Satisfaction Audits – In Centre survey of Shoppers utilising the Centre’s Retailers and facilities.

Walk-In Enquiry Audit – Monitoring the effectiveness of your Retailers Customer Service Standards and Sales Skills.

Email / Internet Subscriber Audits – Invitation to all Subscribers to complete an online survey of satisfaction and feedback on your Centre’s Retailers and facilities.

Phone Enquiry Audit – Posing as a customer we phone your place of business. Enquiries are made about a product/service of your choice. The details of the sales process the staff member followed are recorded. Your personally tailored survey is completed on all the requested areas of your business and returned to our office. Data is compiled and reports are sent to you regularly.

Walk-In Enquiry Audit – Posing as a customer we attend your place of business. Enquiries are made about a product/service of your choice. The details of the sales process the staff member followed are recorded. Your personally tailored survey is completed on all the requested areas of your business and returned to our office. Data is compiled and reports are sent to you regularly.

Internet Enquiry Audit – Posing as a customer we complete an online enquiry by email or directly through your website. Enquiries are made about a product/service of your choice. The details of the sales process the staff member followed are recorded. Your personally tailored survey is completed on all the requested areas of your business and returned to our office. Data is compiled and reports are sent to you regularly.

Reward and Recognition Program – “Focussing on You” – The Focussing on You program was created to reward Customer Service excellence found in our Service Audits. This is an incentive program for your staff completely run by Focus Plus Service Auditors. You tell us exactly the ‘what, where, when, who, and how many’ of your staff that you want recognised and we handle the rest. We can arrange the very big to the very small rewards in whatever design or numbers you choose. The sky is the limit!

Post Purchase Audit – We either phone or speak personally to your existing client base about their purchase of your products/services. Your personally tailored survey is completed on all the requested areas of your business and returned to our office. Data is compiled and reports are sent to you regularly.

In Store Audit – We attend your place of business at a pre-determined time to collect data on the premises. Your personally tailored survey can involve any area or your business – e.g. cleanliness, stock or advertising placement etc. This audit is completed and compiled in report format for Management.

Competitor Service Audit – This Audit can be in the form of a Phone Enquiry, Internet Audit Enquiry, Walk-In Enquiry or In Store Audit. This is carried out on any of your competitors for leading edge data on advertising campaigns, customer attraction/retention programs etc. Your tailor made survey will cover all aspects of information that you require to be one step ahead of the competition.