Frequently, information on service quality received with the help of Mystery Shopping by itself is often not enough for the service company; it is necessary to assist with respect to the methods and rules of using such information. It requires consulting and methodological support.

4Service™  provides three basic consulting services, which assist in using the Mystery Shopping program most efficiently: developing and introducing service standards (TrueTarget), developing personnel evaluation and motivation systems (SystemEffort), and introducing a complex system for using Mystery Shopping in a service company (Frontier).

 TrueTarget
Developing service standards: how to work with the clients, what to do, what not to do

 SystemEffort
Personnel motivation system in service companies

 Frontier
Mystery Shopping: what is to be done with the questionnaires and reports?   

 TrueTarget

Developing service standards: how to work with the clients, what to do, what not to do.

Developing quality service standards for service structure. Standards are the formalized requirements of company’s management towards its personnel with respect to customer service. Standards also serve as the  basis for the Mystery Shopping program, defining the basis of measurement service quality as the level of observance of standards.

In some cases, TrueTarget includes a series of studies (focus-groups, in-depth interviews) aimed at revealing, describing and standardizing the actions of front-line, who, among the consumers, are associated with quality service in a given market for a given type of organization.

An abbreviated version of TrueTarget is also popular today. It has no relation to the performance of special research. This version is optimal for the areas where 4Service™ has had a sufficient experience of previous researches and development of standards, for example, the retail trade.

Service standards in any service company are an important component of service-management system. It is impossible to improve the quality of customer service without formal uniform service standards, especially within chain service structure.

Most Customers of 4Service™ apply service the standards created by our specialists.

 SystemEffort

Personnel motivation system in service companies

Integrated motivation system correlating the quality of the employee’s work (seller, store manager) with his or her remuneration. At the heart of SystemEffort lie the principles of the Balanced Scorecard system, which entails the most efficient practical developments in the sphere of personnel management and motivation. We offer several versions of SystemEffort for different categories of personnel: salespersons-consultants, managers and directors of bank departments/branches, store managers, cashiers, etc.

The advantage of our motivation systems is Mystery Shopping’s integration into the system of evaluating and motivating service companies’ personnel that makes it possible to intensify the personnel’s motivation towards quality customer service. Such an evaluation and motivation system makes it possible to maximize the efficiency of the Mystery Shopping program – increasing the return-on-investment of your Mystery Shopping program.

Besides information on quality service, the motivation system generally takes into account the individual employee’s sales results, technical knowledge (knowledge of services or goods as such) evaluated within the framework of recommendations, work record, results of department collective and other evaluation parameters.  

More and more Ukrainian service companies are using motivation systems from 4Service™ to increase the quality of the work of their personnel and to improve customer service. 

 Frontier
Mystery Shopping: what is to be done with the questionnaires and reports?

The only training product of 4Service™: implementing a system for using the service control results obtained with the help of Mystery Shopping. The essence of Frontier consists of training the Customer in absolutely all methods of using Mystery Shopping, and assisting in formalizing the processes of using the Mystery Shopping inside the company.

Frontier allows one to “get the most out of” the Mystery Shopping program and to fully realize its potential for improving service. As a rule, use of Frontier is an optimal variant for the companies, applying the Mystery Shopping for a long time.

Frontier includes training of line managers (e.g., the store manager) in the rules of work with excellent and bad evaluations, the methods of granting bonuses to the best stores with respect to the quality of service, utilizing analytical reports, holding meetings and brainstorming storming with personnel of the subdivision dedicated to improving service, and much more. Structurally, Frontier consists of a training series, seminars and documents governing the rules of using the Mystery Shopping in the company. It is conducted for service company management and heads of the company’s subdivisions.

Frontier is a unique product of 4Service™. The Companies, which have put Frontier into use, are national leaders in service quality.