TSN uses training, evaluation and reporting techniques which are unique in the industry, and go far beyond traditional “mystery shopping”. In fact, there is a U.S. Patent Pending on the process developed by TSN. By putting this process to work for you, you will receive critical information about how your company is perceived by customers so that you can attract and retain the customers you need to be profitable.
Here are some of the features that make TSN's customer service evaluation process extraordinary:
TSN offers a wide variety of marketing surveys and customer service evaluations, so that we can provide the specific feedback you need to maintain high levels of customer satisfaction.
TSN will develop a customized evaluation form for your company, based on your company's service standards. The evaluation consists of a series of detailed, objective questions so that you get unbiased information you can use.
Our shoppers are given personal training. Many traditional mystery shopping companies' idea of “training” is mailing a photocopied sheet of instructions to a shopper they have never even spoken with over the telephone. At TSN, we believe that the best way to ensure that our shoppers meet our standards is to screen and train them to meet our high standards. Shopper candidates may also be required to complete one or more sample shops before receiving their first assignments from TSN. And the training doesn't end there. Each shopper receives a reference manual of instructions for completing their assignments, plus regular updates.
Every evaluation submitted by a shopper is reviewed by TSN staff for completeness and accuracy, and shoppers are given feedback on the quality of their reports. Our quality control reviews ensure that clients receive the best evaluations possible.
We visit each of your locations on varying days and at different times, and perform evaluations repetitively. This way, you can monitor progress and changes in customer service. We will also schedule evaluations on varying days and at different times to get a comprehensive picture of service patterns.
Potential customers may be gained or lost before ever entering your store, so knowing how your employees respond to telephone inquiries is critical. TSN can provide you with telephone service evaluations, as a part of your service package. In addition, TSN can conduct other custom evaluations, including customer surveys, specialized on-site evaluations, custom projects, and more.
As a client of TSN, you'll receive the high quality, customized information you need to provide the service your customers expect. Contact Sondra Pulford today to find out how TSN can work with you to improve your bottom line.