Your Trusted Customer Service Advisors

Customer Service points are moments of truth for any organization more so for the Retail, Financial Services, Telecom and Hospitality Sectors. The Customer Service Experience determines the success or failure of the Point of Sale. The world over successful organizations and business leaders have immensely benefited through an objective and transparent assessment of how his/her “Customer” Experiences while consuming services on offer. The Customer Service Experience Assessment (or CSEA) is an objective view of your business through the eyes of your customer.

The CSEA Programme undertaken by CSEA Associates is a quick result oriented assessment/test which is carried out by an experienced Customer Service Associate who will visit your business site anonymously, posing as a regular customer, to experience and evaluate the level of customer service provided by your retail outlet or point of sale.

“Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree”, From Harvard Management Update.

There are two types of need of the customers. One is stated need which the customer actually wants from the shop keeper and the other is implied need which consists of some extra quality service which customer has never expected from the shop keeper. Personal and unobtrusive service is the example of implied need. Helpful and knowledgeable sales make it easier for customers to find what they're looking for, and the right sales along with implied needs can help in growing the organisation. Customers want to shop in an organized and comfortable environment.

The CSEA can be undertaken in three forms

Onsite Visit / Shop based customer service experience assessment

Telephone based customer service experience assessment

Internet based customer feedback assessment

A successful business man, from a service industry, was growing old and knew it was time to choose a successor to take over the business with same pace and with same customer satisfaction.


	Retail

	Hospitality

	Banking

	Financial

	Telecom

	Entertainment & Theme Park, Clubs

	Call centers & Courier Services

	Automotives Services

	& many more...