Frontline Employees–Advocate or Adversary for your Brand?
August 21, 2009As I unloaded my cart on a recent visit to the grocery store, I heard the cashier tell his fellow employee, “I’m so tired of working this line. I can’t wait to be out of here!” Hearing this, I considered how the store manager would react if he heard this from his employee. To be sure, the manager would consider the comment a poor reflection on his store and on the company brand. Employees who talk about being bored on the job – in front of customers – are adversaries for a brand rather than advocates, a situation every company wants to avoid.
5 Benefits of an Ongoing Customer Service Mystery Shopping Program
August 6, 2009Customer service is about selling: selling the right product to the right customer in the right place at the right time. Many factors will determine customer service and, therefore, many factors have an impact on sales. In today’s challenging economic environment, many companies have fewer customers so they must sell more to the customers they do have.
Listening to Employee Telephone Calls: How Do Multiple Employees Approach the Same Customer Inquiry?
August 1, 2009Listening to employee phone calls allows you to imagine yourself as the customer and hear firsthand how your employees interact. Many times managers of front line employees would like to listen to employee conversations but don’t always have the capability to do so. Other times, managers have monitoring capabilities but must listen for hours to hear how multiple employees approach the same inquiry.
Telephone Mystery Shopping Questions
July 29, 2009Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.
Confero, Inc. Names Janet Morrison Business Development Manager
July 29, 2009Confero, Inc. Names Janet Morrison Business Development Manager CARY, N.C. —Elaine Buxton, president of Confero, Inc., (www.conferoinc.com), a national customer experience measurement firm, has announced that Janet Morrison has been named business development manager. Morrison joins Confero with more than 20 years of marketing and sales experience, and 18 years of experience in the financial […]