Did you know that 63% of all retail customers will stop visiting a business if they receive poor service from an employee with a bad attitude? And only 5% of those customers will lodge a complaint? Providing excellent customer service is key to any business’ success. But are all of your employees providing your customers with a high level of service?
By installing a video surveillance system in your business, you can monitor your employees’ behavior and their customer service performance levels. In essence, the security camera system becomes a human resources management tool, enabling you to reward employees who provide excellent service and re-training, or taking disciplinary action against, employees with poor customer service skills.
The Advantages of Surveillance Camera Monitoring
- Some of the benefits of using surveillance cameras to monitor customer service and satisfaction include: When employees know they are being watched by supervisors, they tend to be on their best behavior and work harder at pleasing customers.
- By adding microphones with the cameras at your cash registers, you can listen in on actual employee-customer interactions, so you can determine if your employees are courteous and helpful. You can determine if your employees took the time to explain the advantages and disadvantages of various products or services. You can verify that your employees are offering your customers a reward card or store credit card applications, and are effectively up-selling certain products or services.
- In restaurants, wait staff can be notified when customers haven’t been waited on, need drinks refills, or are ready for their check.
- You can observe customer traffic patterns, so you can change your business’ floor layout for better traffic flow and maximize your staff scheduling.
- You can reduce cash register waiting for lines by redirecting staff. You can direct sales associates to customers who appear to need help with merchandise.
With a DVR (Digital Video Recorder) and POS interface, you will have a video record of each transaction so you can review it with your employees during training periods or performance evaluations – complimenting or rewarding them for good customer service practices or pointing out how they could have done better in unsatisfactory interactions.
Video surveillance allows you to take swift action with employees who commit serious customer service infractions. You can review employee-customer interactions related to customer service complaints, so you can either verify or dispute the customer’s complaint. A Surveillance Camera System Enables Better Business Management While security cameras can be hidden from view, or by placing them throughout your business in plain sight, your employees will know they are being watched. Exposed cameras will eliminate your employees’ expectation of privacy and/or any feelings of unfairness that certain individuals are being targeted. You will be able to oversee your employees’ on-the-job performance and identify any areas that may require retraining.
Dome security CCTV cameras are ideal for general supervision of your employees and customers in areas like store aisles and dining rooms in restaurants. CCD box-style security cameras work well for cash register monitoring. Surveillance cameras will also allow you to keep track of your business remotely via a secure Internet connection to your computer, cell phone IP phone, Android™ device, or iPad® device. So you don’t have to always be there. But you can continue to supervise your employees’ job performance and keep control over your business 24/7.
A surveillance camera system can provide you with valuable feedback to improve your business’ customer service efforts – increasing your customers’ confidence in your business, products or services, and ensuring they continue to come back so you can increase revenue. Contact Hoosier Security Solutions at 317-644-0570 for more information on the right CCTV system for your business.
