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One of the most sensitive moments in the customer journey is the refund or return process. After the festive season has come to a close, stores see an influx in returned purchases; these shouldn’t be considered negative experiences, but as an opportunity. While
When business owners first consider implementing a mystery shopping program, they often focus on the cost. But what if that cost is actually an investment, one that pays for itself many times over? That’s the mystery shopping equation. At Above Benchmark, we’ve spent
As the holiday season approaches, it’s the perfect time for businesses to boost customer engagement and sales by promoting gift cards. A well-trained team that confidently promotes gift cards can increase revenue, enhance customer satisfaction, and strengthen brand loyalty. Whether you’re running a
When a potential customer calls your business, that first impression can make all the difference. Every ring is a revenue opportunity, and how your team answers can determine whether it turns into a sale or a missed chance. Whether your phones are answered
In any sales or service environment, one of the most underutilised opportunities is the add-on. Too often mistaken for sales in its pushiest form, the act of suggesting an additional product or service is actually an art. When practiced with the right intent,
When we talk about customer service, the spotlight almost always shines on staff. Baristas, cashiers, waiters, sales assistants, beauty therapists, call centres, all trained to greet us with enthusiasm, answer our questions, solve our problems, and go the extra mile. But there’s another
Every October, companies around the world pause to recognise one of the most integral parts of their business: their customer service teams. From October 6th, Customer Service Week is a dedicated time to shine a spotlight on the people who keep customers happy,
In the mystery shopping industry, the pursuit of excellence hinges on more than just gathering data, it demands a meticulous approach that puts the customer at the centre. At Above Benchmark, our passion is helping clients achieve customer service excellence. We have crafted
Businesses striving to differentiate themselves must gain a clear, unbiased understanding of how their service performs from the customer’s perspective. This is where mystery shopping comes into play: establishing a benchmark and consistently measuring the service. But from all the market research tools
