Customer Service is the core of everything we do, though the and the age old motto “the customer is always right” can be enough to make the skin of a tired business owner crawl. With a history rooted in customer service ranging from college courses managing Restaurants & Hotels, Mike has seen a full spectrum of Customer Service wins and fails. Having developed a Customer Service program for a major hotel chain that was adopted world wide, Mike has a way of seeing the full picture and thinking outside the box for ways to improve and enhance your customers journey. If you are looking for a secret shopper, insights into your advertising, or a bit of training for the team, Mike can create a way to investigate your business and get your teams back on course for excellent customer service interactions.
Customer Service affects Marketing – yup, he said it, no one wants to admit it though! Do you have any idea how many times Mike has sat in front of a business owner that told him “the marketing isn’t working?” More times then he would like to admit here, but relish in this insight if you will – Digital Marketing is the most trackable form of advertising. To sit there and say “it isn’t working” is an assumption – remember those reports? They show that phone call volume has increased 20% since the recent campaign begun. When Mike called the store to to secret shop the new marketing campaign guess what he found – people answering the phone who knew nothing about the campaign, often they were rushed, and curt over the phone. You would be surprised how your customer service interactions are affecting your business daily! The SWOT team knows what to look for and can get it done without being noticed. Our findings are just for your eyes and ears, so when you want customer transparency, contact us for an in depth customer service review of your business.