Knowledge

Frontline Employees—Advocate or Adversary for your Brand?

Aug 21, 2009 by Elaine Buxton

As 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.

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Customer Wait Times:  Ideas to Make the Wait More Pleasant

Aug 19, 2009 by Confero Inc.

The Wall Street Journal’s Carl Bialik (“The Numbers Guy”) talked with our own Rob Barry, along with other experts, about the customer view of time spent waiting in line.

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Five Benefits of an Ongoing Customer Service Mystery Shopping Program

Aug 06, 2009 by Elaine Buxton

Customer 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.

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Listening to Employee Telephone Calls: How Do Multiple Employees Approach the Same Customer Inquiry?

Aug 01, 2009 by Elaine Buxton

Listening 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.

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Telephone Mystery Shopping Questions

Jul 29, 2009 by Elaine Buxton

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.

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