Available Services

OnFirst...Customer Service Specialists

Available Services

At OnFirst, our focus consists of raising our clients consumer relations goals. We strive to provide our clientele with the same satisfaction that consumers desire and demand. Our services include full reports and feedback concerning areas that your consumers are most concerned with. OnFirst also provides customized evaluations for every aspect of customer service. For more information on our services, please call one of our consultants today.

Our services include:

Consultation: Consultation provided is to help us determine what areas of employee/consumer relations you and your managers are concerned with, and enables OnFirst to focus on your concerns. Our consultants will help devise a questionnaire regarding your concerns and help implement a plan of action to discover where problems actually occur. We devise programs and reports that help your company make improvements in those specific areas. Our consultants work closely with management to determine what areas they are most concerned with and provide suggestions for improvement upon completion of the consultation.

Survey and Evaluations: The benefits of third-party evaluation and one-on-one customized consultation can be immeasurable in today's business world. Keeping a ongoing program of evaluation and consultation is one way of ensuring that your assets are protected, employees are using the training provided to them and that your company retains more of its profits, by retaining the repeat business you have worked so hard to gain. Evaluations and surveys are valuable assets to management and can help to determine if what your company expects from its employees, in regard to consumer interaction and service, is actually realized. This service can be provided with or without the employees knowledge of the evaluation. When evaluations are completed, reports will be generated and presented to management with thorough breakdown of our findings. Surveying your establishment can alert management to areas of concern, they may not otherwise be aware of. The feedback from our reports will provide your management with information they can use to apply new policies and procedures that will help your firm retain its customer base. OnFirst's consultant will work with the company's leaders to assess what is important to your organization and create a program oriented towards your business needs and goals. It is of significant importance that a customized questioniare and feedback results be taylored to your specific business.

Awards Programs and Incentive Programs: These programs are tailored to each client. The purpose of each program will depend on the type of business and will be custom fit to your employee base. Awards and Incentives greatly improve employee morale. By providing rewards to your employees, you essentially provide rewards to the company as a whole. Incentives can have a major impact on how employees accomplish their tasks and on how they feel about the company for which they work.

Do you really have the time...

To watch every transaction with your customers?

Our firm has the background and knowledge to help you or your company succeed. This site will provide in-depth information about our background and describe the different services we offer.

Please E-mail for more information and join our mailing list to keep informed of important OnFirst promotions and discounts. We look forward to working with you.

HOW WILL OUR PRODUCTS AND SERVICES WORK FOR YOU?

Our company will give you:

The customers point of view.
Customer service auditing activity.
Accurate answers which eliminate guesswork in the decision making process.
A system for process improvement.
A system for increasing employee performance.
A system for increasing employee satisfaction.
A system for gaining and retaining more customers.
A system for showing trends in strengths and weaknesses over time.
A system to establish training needs and training effectiveness.

Our reports:

Are observational, not judgmental.
Quantify quality perceptions.
Avoid leading or ambiguous questions.
Flow clearly and logically.
Measure group and/or individual performance.
Are designed to meet your specific needs.
Are responsive and timely.
Can come with detailed synopsis's, recommendations for improvenment, and training options.

TELL ME MORE ABOUT THE PROGRAMS

Reports will be created based on a variety of programs based on your special areas of interest. Some of the previously mentioned programs are described in more detail below.

Evaluation and Review (a.k.a Secret Shopping)

Researchers will visit your locations and transact business as "regular" customers. The researchers will follow specific scenarios set for them and make detailed observations about the services received. The researcher will complete the specially designed questionnaire upon leaving the location. The number of visits, the questionnaire, and the scenario used are all predetermined for the researcher. Researchers are certain not to call attention to themselves, and are trained to provide fair, consistent and complete information about your business.

Some of the things a service related company may be interested in evaluating and measuring could include:

Sales and service performance
Attentiveness
Comparison shopping
Discrimination testing
Merchandise return handling
Product knowledge, etc.
Friendliness
Service time
Quality of service and Product
Site condition
Consistency of standards, etc.
Suggestive selling

There are countless things to be evaluated and measured for companies of all sizes in all industries.

Site Surveys

These programs are normally conducted in or around your business or in high traffic retail areas. Researchers position themselves at specific locations and conduct friendly, professional interviews with the general public or with your customers. Incentives may or may not be given to participants. Researchers focus the discussion to specific questions to eliminate leading responses. This focus ensures respondents will give answers and opinions that will be objectively and accurately reported.

Site surveys with the general public may be done for various reasons. Some reasons may include:

Public perceptions
Public awareness
Perception of competition
Input regarding possible new product offerings, etc.
Immediate feedback on your performance while it is fresh in the customers mind.
Overall customer satisfaction with your company.
Product suggestions.
Customer perceptions of your company.

Telephone Mystery Shopping

Telephone mystery shopping may be designed for use to shop the general public, your customers, and your employees.These evaluations are similar to those in the site surveys.

Some of the things that can be evaluated and measured when telephone shopping your employees include:

Handling of complaints
Courtesy
Order placement
Product knowledge
Professionalism
Sales skills
Expediency, etc.

OnFirst also Offers:

Employee Interviews

Employee interviews may be done in person, away from the customer area in order to obtain views, opinions, and concerns of employees. Employee interviews may also be done through written programs for employees to fill out in private. A program can be designed to answer specific areas of interest for your company regarding employee viewpoints.

Some things that may be evaluated and measured include:

Perception of management.
Perception of your product and service offerings from those that sell it.
Perception of how to improve your business as seen from the "front lines."
Areas to where training should be targeted, etc.
Prone to discrimination.

WHY DO I NEED MYSTERY SHOPPING?

There are many reasons why your company needs an evaluation program. Some of those reasons may be:

To increase customer service which increases sales and repeat business.
To increase employee morale with award programs and clearer objectives which will decrease employee turnover.
To provide insight into what consumers actually see so that your company may react accordingly.
To show employees how they can increase sales through behavior modification.
To give direction to training programs.
To obtain unbiased and accurate data for management to base decisions on.
To track company, department, and individual improvement and progress through ongoing shopping programs.
To make management's job easier by reducing the need to police employees as often which will lend more time for other things important in management's role.
To provide a tool for judging performance and offering bonuses to deserving employees.
To provide a tool for confirming suspected problems within your organization.

Our services provide companies with invaluable feedback and resources to retaining consumer loyalty. Investing in a company and opening your doors are not nearly enough in the competitive markets today. Your customers should be your first concern, without them, where would your business be? OnFirst can also provide insight into how your competitors manage consumer relations problems, and offer your firm a means to achieve the best reputation in your industry. Call or E-mail one of our consultants and find out more. We invite all questions and comments and look forward to working with you soon.

OnFirst

Services For Success

11816 Battery Pl.

Charlotte, NC 28273

Phone (704) 737-2571

E-mail: info@on-first.com