Client News

Why “No Problem” is still a Customer Service Problem

Apr 30, 2010 by Elaine Buxton

About a year has passed since I commented on the ever present phrase, “No problem.” We have all heard the phrase, whether it is after thanking a server for bringing our drinks, or thanking a teller for processing our transaction. In any situation where the phrase is used, it continues to shed a negative tone on what could be an opportunity to wow the customer at the end of an interaction. So, I am not surprised that the number of times that I have heard “no problem” over the past year has not diminished my dislike of it!

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Coaching: Maximize Mystery Shop Reports

Apr 22, 2010 by Confero Inc.

Many companies spend significant effort in evaluating, selecting and preparing for a mystery shop program. They invest this effort because they know that the information they gain can be used to improve company performance and top the competition.

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Confero’s WayBack Machine and Life Lessons—How Small Efforts Paid off Big in the Late 80’s

Apr 14, 2010 by Elaine Buxton

We are preparing to celebrate Confero’s 25th year in business in 2011. Naturally, I have started to look back on our years in business. I’m often asked how we got started in the mystery shopping business. Here’s my favorite “how it all started” story. It’s the story of how our local firm became national, quickly, by doing small things right.

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Mystery Shops Tell Part of Customer Experience

Mar 30, 2010 by Confero Inc.

Confero is best known for mystery shop services , which report on specific performance observations made during on site visits or phone calls. Our other services can add vital elements to your company’s customer experience knowledge. Not all research methods will benefit every business, but for some, these can provide valuable knowledge and more in depth insight into the customer experience:

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How to Plan for a Mystery Shopping Program Pilot

Mar 17, 2010 by Confero Inc.

Some companies prefer to conduct a pilot before entering into a full-scale mystery shopping program. This is a great way fine-tune your mystery shop program and to narrow down exactly what your team would like to accomplish by using mystery shopping reports as a way to measure employee behaviors and front line performance.

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