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Nov 29, 2011 by Confero Inc.
People tend to do those things for which they are rewarded. To encourage employees to provide the customer service promised to our customers, employee incentive and recognition programs are put into place to reward employees who engage in desired behaviors or who achieve specific outcomes.
Desired behaviors can be measured by mystery shopping programs, manager reports, audits, customer feedback measures and performance reviews. Specific outcomes can be measured by sales amounts, referral numbers and the like.
No incentive program is perfect and, over time, sometimes employees figure out a way around the system to “earn” the incentive. In other words, sometimes employees “game the system”.
Here are some common games we see. We hope they help you in planning to avoid them.
The Game: Trick the Technology
If an organization uses technology alone to measure key service metrics and reward performance with incentives, the system is usually an easy target for gaming the system.
The modify the order trick. A mystery shopper overheard a training conversation at the first of two drive through windows at a quick service restaurant. When the mystery shopper attempted to hand the employee payment, the mystery shopper heard the trainer saying “No, never just accept the payment. Always be sure to click on Modify Order then click Ok before you accept the customer’s payment. This will restart the timer on our transactions so our service times will look good.”
The ring up single items as multiples trick. At a grocery store checkout, the cashier entered a fresh bagel purchase as
Get to Know the QR Code
Nov 29, 2011 by Confero Inc.
Are QR codes confusing to you? They were confusing to us at first, too. Mostly, we found them confusing because, at Confero, we use the term Quality Review (QR) to refer to our detailed process of quality assurance for each mystery shopping or audit report. We are now getting used to seeing “QR” (Quick Response) codes everywhere. If you have customers who have Smartphones, “QR Code” is a good term to understand.
QR codes are those odd looking square patterns that seem to be cropping up everywhere. If you have not noticed one, look at most any print magazine ad and you’ll find one easily.
Here’s how they work:
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NRF’s Annual Top 10 Retailers for Customer Service Announced
Nov 28, 2011 by Confero Inc.
The NRF Foundation, the research and education arm of the National Retail Federation, has announced the top 10 retailers for excellent customer service selected by shoppers in the seventh annual NRF Foundation/American Express Customers' Choice survey.
The survey asked 9,374 shoppers which retailer provides the best customer service. According to shoppers, the ten finalists for customer service, in alphabetical order, are:
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Customer Service During Hectic Times
Sep 20, 2011 by Confero Inc.
Steady customer traffic is what every retail company wants in its stores, but do companies perform as well during the unexpected busy times as they do for the expected high-volume periods?
Companies benefit from an increased number of customer visits only if associates meet customer demands during the rush. To do this, companies need to prepare an approach and strategy to adapt for larger crowds. Companies anticipate busy times, such as the holidays, by stocking up with the right items, carrying items within the appropriate price ranges and learning from past holiday trends about which items to carry and how many. As Inc.com points out, some companies prepare well for the fast-paced holiday selling time by instructing employees to be honest about possible wait times.
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Case Studies Show Unexpected Mystery Shopping Benefits
Sep 20, 2011 by Confero Inc.
Companies can realize unanticipated rewards when they change their approach to how shoppers gather the information or add mystery shop sections. As the examples below illustrate, the rewards may include improved safety measures and even the discovery of website pitfalls, to name two.
For an automotive client, adding non customer service questions to the mystery shopper survey resulted in valuable data and potential savings in safety-related areas for the company. The company consulted with other departments to gain ideas on areas that mystery shoppers should assess at their locations. In response, Confero added several safety-related questions to the survey. Following the visits with the added survey questions, management was able to quickly view mystery shop results through a secure web-based reporting system, including the information about safety procedures. The results: fast data on safety deficiencies at certain locations as well as decreased number of accidents, due to the increased accountability that the mystery shop program created. You can view other stories on our Automotive Mystery Shopping and Customer Experience Research Case Studies page.
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