The foundation of Service & Sales CX is SERVQUAL, a multi-dimensional research methodology, designed to capture and measure the quality of service experienced by customers across five critical factors and identify gaps between their expectations and their actual experiences.
Our Client Success Team equips managers with training as coaches focused on identifying and building service skills and strengths within each employee; boosting their commitment and developing crucial sales skills that translate into increased revenue and customer loyalty.
From the beginning, our Client Success Team identifies the full range of instances where customers experience service interactions and develops a customized, comprehensive strategy for assessing those interactions at the branch, channel and individual employee levels.
From the financial institution’s own customer base, our Client Success Team recruits, trains, develops and monitors an extensive team of expert evaluators who are then deployed to conduct mystery shop assessments in the live environment according to strategy.
Accuracy is Guaranteed
Our Quality Auditing Team examines every assessment as it comes in for accuracy and consistency, investigating and clarifying all discrepancies with the member evaluator. Further auditing validates all data, ensuring the client a near 100% level of accuracy.
Truly Actionable Analytics
Results are made available on Support EXP’s proprietary Client Portal, presenting data in a powerful, granular way that enables managers to pinpoint performance gaps at the individual level, leading to greater accountability for managers in developing exemplary employees.