Our Q&S assessment program monitors and elevates the level of service quality for service providers who order the program. The goal is to achieve the highest possible satisfaction and ultimately, the loyalty of end users.
In conditions of increasing competition and ever more demanding users, service quality should not be left to chance.
Given that each service has its own peculiarities, we have set the program’s framework, and complete standardization is designed according to the specific needs and characteristics of each service and/or the client company.
The goal of the Q&S program is to help companies improve their services, thus gaining satisfied and loyal customers. Given that each service has its peculiarities, we have standardized only the program’s framework, while complete standardization is done according to the specific needs and characteristics of each service and/or client company.
A) The Q&S program typically monitors:
- Availability of services and products
- Ambience at sales points
- Service quality and sales skills of employees
- Employee knowledge about products, services, and marketing actions
- Selection and quality of products and services
- Speed of service delivery
- Customer care
- Price of service (product) in relation to its quality
SERVICE POINT APPEARANCE
- Location and accessibility
- Space arrangement and organization
- Support
- Ambience (neatness and cleanliness, air temperature, scents, music, colors, greenery)
- Rules on presenting services and/or products at service or sales points
EMPLOYEE APPEARANCE
- Employee dress code
- Employee neatness and hygiene
EMPLOYEE RELATIONS WITH CLIENTS
- Welcoming clients – politeness
- Providing service – professionalism
- Providing information – employee knowledge about content
- Handling client complaints
- Payment of service and/or product
- Customer care
SALES SKILLS
- Presentation of available services
- Cross-selling (offering additional products)
- Up-selling (offering a higher category of the same products)
B) Phases of the Q&S program implementation:
- Creating standards for monitoring the service quality level at the client’s location.
- Monitoring business processes and service quality level according to established standards by specialized and specifically trained individuals – service quality level monitoring agents who act as legal or natural persons.
- Creating and presenting a report to the client on the implementation of standards.
- Comparing reports with previous assessments in each service component.
- Education and training for employees – introducing employees to modern methods of building effective client relationships based on quality service.
- Re-monitoring to track progress in adhering to standards.
C) For the program’s success, it is crucial to have:
- Support and dedication from the client’s management
- Education and communication with employees about standard implementation and the benefits gained by improving service quality
- Motivation of work teams and individuals to better implement standards
- Client cooperation in creating standards for program implementation
- Education and training for employees based on the feedback received
- A transparent system of rewarding and motivating employees
D) Our management, agents, trainers:
- Economists, psychologists, psychiatrists, journalists…
- Combination of theoretical knowledge and practical experience
- Led business systems domestically and abroad
- Worked as consultants for clients in Croatia, Switzerland, the Netherlands, Slovenia, Bosnia and Herzegovina, Serbia, and Montenegro
- Organized/led more than 2000 educational processes and training sessions
Service quality monitoring agents present themselves as potential clients or guests and thus experience the level of service firsthand. In agreement with the client, the amount or level that the service quality level monitoring agent needs to consume to fully experience and evaluate the entire service process is determined. Agents are adults of Croatian and foreign citizenship who have passed our selection and training (Customer Care, Successful Sales Communication Skills, Basics of Quality Service, etc.) to objectively assess the service quality level at the client’s location.
Agents performing assessments are selected and trained specifically to evaluate the business (service) processes they will monitor at the client’s location. In line with the personalized approach to program formation, we select agents based on the specifics of the services, products, and business operations of the client. Agents monitoring service quality also represent a representative sample of the target group towards which the client’s business is oriented. The objectivity of the research is supported not only by the established standards but also by the fact that agents conduct the research unannounced, as employees do not know who the agents are. The program does not discredit anyone or put anyone in an awkward situation, but instead, through objective feedback, identifies service areas where improvements are possible. We guarantee the professionalism and reliability of our agents and reports – this is the foundation upon which we build this program.
We deliver service quality reports simply and promptly to the client:
- Using a web application and software solution
- The application can be used from any location with Internet access – an excellent solution for service providers with multiple locations
E) Why conduct Q&S?
Get into the mind of the customer/guest/client, hear their comments:
- I couldn’t find what I was looking for, and no one was there to help me
- Employees were arguing in front of guests
- They were not polite to me, I won’t go back there
- The sales area was messy
- We couldn’t pass through the hallways because the maintenance carts were blocking the way
- The room we stayed in was dirty, not cleaned regularly
- I had to go and order a drink myself because the waiter didn’t come to take the order
- The food we received wasn’t freshly prepared
- They charged me incorrectly
- I didn’t get a receipt
- They didn’t greet us at the entrance/exit
- They didn’t thank us for our stay
- We didn’t feel welcome…