specializes in customer service evaluations and analysis. We allow our clients to see how their business appears through the eyes of their customers. We act as a catalyst for our clients by providing valuable information that will help them to meet their strategic customer service / customer relations objectives. The end result is customer loyalty and increased market share
Mystery Shopping and Video Mystery Shopping
See how your business appears from the customers’ perspective. Researchers pose as customers or potential customers to test your company’s customer service and sales efforts. Includes questionnaire design. Please contact us for information regarding Video Mystery Shopping.
Seminars and Workshops
Planning to present an informative Seminar or Workshop to your employees that will help increase your bottom line?
Let Consumer Connection, leaders in customer service research, present ours! Please contact us for a selection of popular topics, or we would be pleased to specially design one.
Competitive Comparison
Mystery Shoppers pose as customers or prospective customers at your company as well as at your key competitors. Individual locations, (stores, branches, etc.) customer support centre or phone centre are audited and data analysis reveals how your company’s service level compares to your competition.
Tele-shopping
We will call your customer support centre or phone centre posing as legitimate customers to place complaints, order products or request certain information. Includes a complete report providing evaluation of staff reactions, including ratings and comments.
Intercept Interviews and Behavioral Observations
We will conduct in-person one-on-one interviews with consumers on your company’s premises. Interviewers ask customers about any number of situations depending upon your objectives. We can also ‘observe’ customers as they interact with your setting before we interview them. Non-verbal clues provide important information about the customer including surroundings, displays, and overall presentation.
In-Store Coaching
After attending our seminar or training session, a Personal Customer Service
Coach is available to work with you right on the sales floor. You can spend a
day or more implementing and having success with, the new or improved skills
that you have learned.
After Care Program
We're only a phone call away! Our commitment to service doesn't end when our
work does. For continual suggestions, ideas or moral support, just give us a
call. There is no additional fee for this service.