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The
following is the process for conducting the Customer Service Evaluations:
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We
conduct a number of "shops" per month for each of the
agreed upon locations, for a total number of shops per month.
The number of "shops" per month may increase depending
upon management's goals and objectives. The schedule for these
shops would be determined by mutual agreement between Imaginus'
and your organization.
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The
shops will typically include contact with all levels of personnel.
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A
"shop" consists of objective, comprehensive evaluation
of service, personnel and supplemental information regarding such
salient issues as interior and exterior cleanliness, quality of
service, product information effectiveness, etc.
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We
can completely develop, contribute to the development, or work
with an already developed evaluation form. Working with management,
information will be tailored to: accommodate other than just mechanical
standards of measurement (did not say thank you); consider priorities
and special situations as well as provide room for comments.
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Evaluations
are staggered on weekdays, weekends and at different times.
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Upon
completion, confidential shop reports will be dropped at the individual
location or sent to designated personnel via hard copy or electronic
download. Situations requiring immediate attention will be called
in. Depending upon the complexity of the shopping report, turnaround
time is normally less than within 72 hours of completion.
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A
"shop" includes:
a. Conducting the "shop" at the location
b. Utilizing customer perceptions per evaluation
c. Report generation
d. Report evaluation
e. Report remittance
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We
can provide weekly, monthly, quarterly and year-end management
reports, which include statistical data, based on shop results.
These reports can include individual data within stores, comparative
data by shop, store, sales manager, department, regions and/or
company, current % of individual/store attained quotas, etc.
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