3.5 Mystery Shopping
Why needed
The service offered to your customers is a major factor that will determine how
well you maintain and improve your position in an increasingly competitive market.
It is important to know how your staff treats customers in the absence of a
supervisor. If your staff provides excellent service in the presence of a
supervisor, and they adopt an inferior and indifferent attitude to customers in
the absence of a supervisor this will clearly be an obstacle in your effort to
improve service.
People Achieve is able to offer you a 'Mystery Shopping' facility to assess the
quality of service offered by your staff as seen through the eyes of a
'customer'.
A Consultant will visit your premises as a customer and act out a carefully
prepared role in order to assess any problems that may be present related to
customer service.
The Process
- Research of your business environment
- Interviews with stakeholders to decide objectives and required outcomes
- Formation of a check list
- Profile for different types of customers are created to ensure correct
language use and questions
What is delivered?
A report of the visits
- Highlights of what was:
- Recommendations on how to improve
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