Welcome to the May 06 edition of The Dynamic Dispatch, the email newsletter of Dynamic Advantage.
We bring you better customer service.
Visit our online archive for past issues stuffed with tips and tools to improve customer service and sales.
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This Month’s Dispatch Data
- Service call: the price is right
- Tips & tools: listening with your whole body
- Exemplary shopper of the month
- Client congrats: Chowking
It’s important to get the price right – especially if your company is running a big advertising promotion. Nothing makes customers unhappier – and more suspicious – than being mischarged.And what could be worse than charging a buck too much for a box of Cheerios? Winding up under investigation by the Federal Trade Commission, which, in addition to following up on pricing complaints, maintains an online database of such infractions available to hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.
In some places, like Los Angeles County, scanner overcharges of a few bucks have resulted in thousands of dollars in fines.
Plus, if you’re really unlucky, your local news crew will include your store in their coverage of the "overpricing scam." Ironically, research shows that retailers were three times as likely to be accidentally undercharging their customers.
A price check Mystery Shopping program is a good way to protect yourself from all of that.
With a price check program, we check clients’ store locations to verify that the advertised prices are actually marked on each item – as well as on the shelves. Not just that, our price professionals also purchase some of these items to verify that they scan in at the advertised price. Best of all, our price is right: The return in customer goodwill (and in grief you’ll save) far outweighs your investment in the program.
Want to make sure your price is right? Call us toll-free at 866-870-1251.
Usually we know pretty much what people are going to say before they say it. That’s because their body is telling us.Without realizing it, we all use body language to gauge what people are really saying. People who pat their hair are insecure, while people who listen to you with downcast eyes are bored.
One famous study shows that only 7% of what we learn comes from words – 55% comes from body language, 38% from tone of voice. (Now you know why your dog understands you so well.)
Unfortunately, our body language also communicates what we’re thinking – and usually without our realizing it. When helping customers, do your words say “yes,” while your body says “no”?
When assisting a customer, it’s best to stand tall (exuding confidence), make eye contact (signaling that you’re listening), and smile. That shows that they have your attention, and that you intend to help. Satisfied customers are customers who come back.
We can help you figure out what your customer service is saying. Contact us.
Exemplary Shopper of the Month
Congratulations to our Exemplary Shopper of the Month, MA0158, who shops areas in Northern California for us. When asked why he became a Mystery Shopper, Richard (his last name must remain a mystery) told us, “It’s just the aspect of being able to help companies improve their customer service.” Since that’s entirely what we’re about, we couldn’t be happier to hear it. Congrats from us (and our clients), Richard!
One of our favorite clients is Chowking, the prestigious Chinese Quick Service Restaurant in the Phillipines, with locations here in the states, U.S. territories, and Asian markets. We love the food, but we also appreciate the company’s dedication to customer service. How dedicated are they? As they’ve introduced improvement upon improvement, their customer-service scores have climbed almost 10 percent – in just the past three months.
Good food, good service, good people.
To find a Chowking restaurant near you, click here.
Let us know what you think! Email us at info@dynamic-advantage.com. We’d love to hear from you.
Dynamic Advantage | 866.870.1251 (toll free) | info@dynamic-advantage.com
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| Dynamic Advantage 356 East Olive Ave #118 Burbank, CA 91502 Phone: 866.870.1251 (toll free) 818.238.1251 Online: Dynamic-Advantage.com |