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Agenda
“Crunching the gap-identification to training of frontline”
A typical issue in case of
•Widespread stores in diverse geographies,
•Multiple franchisees,
•Lack of internal control,
•Not having a robust training setup
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Some Common Challenges
Are allmy stores
clean?
What is competition
doing?
www.ragscores.com
Some Common Challenges
How doI reach out to my customer?
Are allmy stores
clean?
What is competition
doing?
www.ragscores.com
Some Common Challenges
How doI reach out to my customer?
Are allmy stores
clean?
Is the signage lit up in the
night?
What is competition
doing?
www.ragscores.com
Some Common Challenges
How doI reach out to my customer?
Are allmy stores
clean?
Is the signage lit up in the
night?
What is competition
doing?
How to ensure
Maximum Impact in
Minimum Time?
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Simply……
“Inspect
What
you
Expect”
How does a brand / investor / franchisee ensure a positive
Overall Experience on a continuous basis……
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Mystery Shopping
Interaction Audit
Conformance Audit
Life Cycle Audit Benchmarking
Alternate Channel Audit
Trained shoppers to anonymously evaluate :
•Customer Experience
•Softer elements like overall environment, selling skills, body language
Feedback through:
Benchmarking,
Focussed Groups & Mystery Audits for
Self, Competition &
Best In class
Defining end to end customer touch point and auditing each interaction for compliance and further improvement
Trained shoppers to anonymously evaluate:
•Operational Efficacy
•Employee integrity
•Merchandising
• Training & Workshop• Process Optimization• Process Audits
Auditing interaction quality & customer experience at IVR, SMS, Website, Written communication (Email, letter & fax)
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The MethodologyI(DA)2T: Developed in-house to deliver superior experience
Interact & Discover
• Discussions
• First hand product & service experience
• Q&A session
• Frontline meeting
Assess & Discuss
• Cross-functional discussions
• Process designing
• Brainstorming
• Discussions
Agree & Transfer
• Solution discussion
• Solutions walkthrough
• Agreement & sign offs
• Train core team
• Implementation
T
A
D
D
I
A
Interact
Discover
Assess
Discuss
Agree
Transfer
I(DA)2T(IDEATE)
Inclusive Approach : All the stake holders are involved
Result Oriented : Unlike an “only-consultative” approach
Time Tested : Has been successfully implemented across various service industries
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Expertise in Experience Management
• Service Strategy Development
• Market Research
• Mystery audits
• Benchmarking
• Process Audit
• Process Optimization
• Service Technology Design
• Process Outsourcing
• MDP, Training Educational / Training
BPO
Banking
Telecom
Hospitality
FMCG & Retail
AssignmentIndustry Clients
Outbound telecalling, Field data collection, Database Mgt, Mystery audit, Process audit, Guest Retention, Call centre set up, Technology design, Training
Service Quality, Process audit, Guest Retention, Technology design, Training, KYC
Proactive Life cycle Mgt, Process audit, Database Mgt, Guest retention, Mystery dining
Service Marketing, Distribution Process & Training, Feasibility Study, Product Test Study, Mystery Shopping, Guest response Mgt.
Management Development Program, Performance Management system, Skills’ training
Visiting faculty : CRM for MBA studentsCorporate training
HealthcareService audit – Experience & Standardization.Recommendations on service improvement, standardization & technology deployment
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Contact us :
Arti Prakash
+91-9811476972
Vijay Jassal
+91-9811318202