Launch of Website for Quality Queen
Is your customer service all that you would like it to be?
Through the use of “secret” clients our Quality Queen Service will provide you with valuable insight into the actual level of customer service in your salon.
Using an audit based, evaluation system, we will identify any shortfalls in the customer service that your staff provide to your clients.
An audit involves the collection of objective data, using an instrument designed to measure the level of customer service in several important areas including:
Customer Service Audit
- Professionalism
- Friendliness and helpfulness
- Atmosphere and comfort levels
- Ability to listen and hear ‘buying cues’
- Efficiency
- Satisfaction with treatment outcomes
- Salon sanitation / neatness
- Product and treatment knowledge/information
- Levels of co-operation and teamwork among staff
Services Audit
- Appointment booking
- Reception
- Client consultation
- Treatments offered
- Upselling and cross-selling
How our Quality Queen Service will help your Business
Following an audit of your staff we will present you with objective feedback, i.e. – an audit report that will give you details about the customer experience at your salon. Getting feedback on customer experience is important because the research shows that a typical business hears from only 4% of its dissatisfied customers, the rest don’t complain and over 90% never come back (“Understanding Customers” by Ruby Newell-Legner).
Feedback can be used to identify areas that require attention and to guide staff training. It will also help to maintain and improve staff motivation and focus, as well as reducing the likelihood of litigation.
Contact a member of the Quality Queen Team today