mmm40
6-11-2006, 5:25 PM
Imaginus · Retail shops.
http://www.imaginusinc.com/
Please note we are in the process of updating our site. Check back soon for our new and exciting look!
Imaginus reintroduces the once-popular theory that the customer is the most important person in any organization. The most successful corporations in the world all believe that "The Customer Comes First." Few other organizations truly practice this powerful axiom. Imaginus Training and Development was itself founded on the same principle: The key to a successful business begins and ends with service and has the customer as the focal point.
Excellent customer service is measured from the customer’s point of view and depends upon whether their expectations are met and exceeded. The customer’s perspective is the reality of how well an individual store is meeting or exceeding a customer’s expectations. It is based on the quality of service a store provides, how well they provide this service and whether they can repeat and maintain the highest of these levels of service again and again.
Customers can choose from a number of stores for the same products. With product, price and location being equal, there is only one thing that distinguishes one store from another - and that is SERVICE.
Secret Shopping
Shopping Process
Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. The shopper enacts the role of a real-life customer and conducts evaluations on a store and its associates based on the criteria to be measured.
Depending on the type of organization, Imaginus evaluates:
Product Appearance
Service Quality
Location's Exterior/Interior Appearance
Accuracy of Order
Special Encounters
Competence
Customer Service Effectiveness
Timeliness of Transactions
Proper Completion of the Transaction
Security Related Transactions
Telephonic Surveys
Promotional Programs
Product Availability and Quality
Presentation Skills
Attitude
Personnel
Product Knowledge
Selling Effectiveness
Image
Overall Technique
Product Organization
Overcoming Problems/Objections
Human Resources
Competitor Analysis
Applicant Hiring
Website Effectiveness/Online Experience
Characteristics of a Customer Service Evaluation (Mystery Shop)
A "shop" includes:
Conducting the "shop" at the location
Utilizing customer perceptions per evaluation
Report generation
Report evaluation
Report remittance via hard copy or electronic download
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 store, manager, department, regions and/or company, current % of individual/store attained quota's, etc.
http://www.imaginusinc.com/
Please note we are in the process of updating our site. Check back soon for our new and exciting look!
Imaginus reintroduces the once-popular theory that the customer is the most important person in any organization. The most successful corporations in the world all believe that "The Customer Comes First." Few other organizations truly practice this powerful axiom. Imaginus Training and Development was itself founded on the same principle: The key to a successful business begins and ends with service and has the customer as the focal point.
Excellent customer service is measured from the customer’s point of view and depends upon whether their expectations are met and exceeded. The customer’s perspective is the reality of how well an individual store is meeting or exceeding a customer’s expectations. It is based on the quality of service a store provides, how well they provide this service and whether they can repeat and maintain the highest of these levels of service again and again.
Customers can choose from a number of stores for the same products. With product, price and location being equal, there is only one thing that distinguishes one store from another - and that is SERVICE.
Secret Shopping
Shopping Process
Secret shoppers provide an unbiased perspective of how well an organization is meeting its customer service and training objectives. The shopper enacts the role of a real-life customer and conducts evaluations on a store and its associates based on the criteria to be measured.
Depending on the type of organization, Imaginus evaluates:
Product Appearance
Service Quality
Location's Exterior/Interior Appearance
Accuracy of Order
Special Encounters
Competence
Customer Service Effectiveness
Timeliness of Transactions
Proper Completion of the Transaction
Security Related Transactions
Telephonic Surveys
Promotional Programs
Product Availability and Quality
Presentation Skills
Attitude
Personnel
Product Knowledge
Selling Effectiveness
Image
Overall Technique
Product Organization
Overcoming Problems/Objections
Human Resources
Competitor Analysis
Applicant Hiring
Website Effectiveness/Online Experience
Characteristics of a Customer Service Evaluation (Mystery Shop)
A "shop" includes:
Conducting the "shop" at the location
Utilizing customer perceptions per evaluation
Report generation
Report evaluation
Report remittance via hard copy or electronic download
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 store, manager, department, regions and/or company, current % of individual/store attained quota's, etc.