Tue | Oct 16, 2018

Paymaster introduces mystery shopping

Published:Friday | December 12, 2014 | 12:00 AM
To kick off its customer service training, Paymaster staff got valuable tips from Dushayant Savadia (right), programme director, Art of Living Foundation. -Ian Allen/Photographer

Keisha Hill, Gleaner Writer

Following closely on its recent push to improve service delivery to its customers, Paymaster Jamaica Limited is continuing to reinforce training which is important if businesses are interested in learning what customers want versus the desired experience that the company wants to offer.

As a result Paymaster has introduced, the measure of mystery shopping as a reliable way to quantify and benchmark the customer experience.

"Mystery shopping provides us with data that lets us make quick adjustments so that the customers' expectations are met and the customer is satisfied. This also drives better performances from the team. They are rewarded and retrained while they are constantly and randomly monitored to ensure our customers receive the best of what our company stands for "It pays to pay at Paymaster", Marks said.

Paymaster has also adapted another measuring tool of direct customer feedback via social media to the chief executive officer. "We are very pleased and appreciative that in the month since we started, close to 1000 persons have taken the time to communicate with us. This triangular approach is critical because behavioural change is necessary to achieve the level and standard of customer service to which Paymaster aspires," Marks said.

She further said that customers have expectations about every business, including the product, the process used to serve the customers and the quality of the customer service agents.

"Research indicate that 81 per cent of consumers are more likely to give a company repeated business after good service while 78 per cent of customers say that competent customer service representatives are responsible for a happy customer experience. To ensure a high level of service is our duty to our customers who consistently chose us over other methods available to them," Marks said.

benefits

Good customer service leads to many benefits. Not only will you gain trust with your current clients, they will also become a wonderful referral system as they spread the word about your business to other prospects. According to Marks, through the years, the focus at Paymaster has been to surpass the needs and expectations of their customers.

"Through consistent, deliverable and positively reinforced training of our front line staff, Paymaster's customer service agents receive continuous in-class training with internal team trainers," Marks said.

Paymaster Jamaica Limited is Jamaica's first 'one-stop shop' multi-payment agency with locations offering extended opening hours, from 7 a.m. to 7 p.m., with the ability to do real time updates to client companies after payments are made. All payments are updated on the same day. Payments can also be made online at www.paymaster-online.net.

keisha.hill@gleanerjm.com