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by Glenn Murray
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r Finding a Service Oriented Agent
1) Ask to see references – It’s not that much different from a job interview. Think of the agent as the job seeker, and encourage them to prove their customer service qualifications. The right agent will be only too happy to provide as many references as you’d care to see.
2) Analyse their business growth – Assuming their references are in order, ask after their business growth. References provide you with qualitative evidence of customer focus. You should supplement this with something quantitative. If the agent is still growing rapidly in today’s environment, then they must be doing something right.
3) Analyse their market share – Like growth, market share can be an indicator of customer focus. Ask what their share of the target market is.
4) Observe their behaviour – Do they return phone calls? Do they commit to action? Do they meet their commitments? Are the punctual? Do they keep you informed? Do they remember important details you provide them?
5) Gauge access to staff – When you first called, did you get to speak to someone who could help you? If not – if they took your name and number and told you they’d get someone to call you back, this might be indicative of their customer service approach.
About the Author
Glenn Murray heads advertising copywriting studio Divine Write. He can be contacted on Sydney +612 4334 6222 or at
glenn@divinewrite.com. Visit http://www.divinewrite.com for further details or more FREE artic |
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