Performance in People - Mystery Shopping
 
 

Blog

Part 3: Make Customer Experience your New Year Resolution!

Thursday 13th February 2020


Performance in People (PiP) is the market leader in the mystery shopping industry and has over 20 years’ experience delivering compelling customer experience programmes for world-renowned brands throughout the UK.

Over the recent weeks we have been going into detail about the various customer service strategies organisations can adopt to help drive service performance. Today we will be discussing how PiP can support organisations in the development of their explicit service standards and how PiP’s programme support workshops are designed to support existing customer experience programmes.

SERVICE STANDARDS DEVELOPMENT

PiP is experienced in developing core explicit service standards. Working with public and private sector organisations, PiP can help to develop or revitalise sales and service standards that meet the current service and economic climate. PiP meet with senior managers, consult customers and work with retail and operational teams to deliver service standards that fit the organisations’ commercial objectives, meet consumer expectations and provide excellent customer service that is deliverable at customer facing level. Following the agreement and establishment of the new service standards, PiP’s training team can support you by transforming the customer journey map into an engaging workshop and support with network roll-out.

TRAINING & COACHING

PiP has a number of programme support workshops that are designed to support clients who invest in PiP’s mystery shopping programmes.

PiP’s Delivering Behaviours for Service Excellence workshop helps customer facing staff understand how behavioural performance affects customer service delivery. Delegates will be introduced to PiP’s award winning BMS® methodology and understand how the 6 key behaviours and contributing characteristics can influence a customer experience and potential sales performance. Furthermore, the workshop will provide the tools necessary to deliver an excellent customer experience, above and beyond ‘process’ and ‘sales’ expectations.

PiP’s Advanced Coaching for Service Excellence workshop introduces the well-proven New Code Continue & Begin Fast Coaching® (C&B®) methodology that is adopted by brands in various industries across the globe. The C&B® methodology is a highly effective means of coaching through reflective practice, observed behaviour and recorded behaviour. This workshop will give Managers the tools to create rapid behavioural change in team members through effective people development which takes just a few minutes to apply. C&B® is used to help people achieve their personal development ambitions, built on confidence gained from recognising their existing competences by promoting ‘positivity’ and celebrating personal success. It aids the strengthening of the individual’s ego, before considering opportunities to operate ‘differently’, or ‘even better’.

If you would like to find out more about PiP’s programme support workshops, please contact us directly.

enquiries@performanceinpeople.co.uk or 01983 568080.

New Code Continue & Begin Fast Coaching® is a Registered Trademark of Continue and Begin Limited (CBL) licensed by CBL to Performance in People Limited as an authorised and independent reseller of CBL training materials.

Mystery Shopping | Training | Audits | Customer Surveys

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