CUSTOMER SERVICE TRAINING – MYSTERY SHOPPING. DIFFERENT TYPES OF INDUSTRIES o Retail o Sales Departments-To see if there are "opportunities" in your stores.

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Presentation transcript:

CUSTOMER SERVICE TRAINING – MYSTERY SHOPPING

DIFFERENT TYPES OF INDUSTRIES o Retail o Sales Departments-To see if there are "opportunities" in your stores closing process o Shopping Centres - To learn about what’s happening and if there needs improvement, it can be used in a situation where stores need to find out there training needs, to understand what they actually need. o Places that want to find out what their competitors data is like -How does your execution numbers stack up against your market rivals?

HISTORY Mystery shopping was discovered in 1940, it was a way to measure employs integrity. It was used mainly in banks and retail stores to assess the integrity of the employees working there. Other investigations were held to see whether staff of the store were stealing from the store. They asked many staff member’s assessments from questionnaires to complete audio and video recordings.

WHY IS MYSTERY SHOPPING USED? o Easy to figure out who your competitors are against stores o Find what needs to be improved on, also to assess the staff members working o How popular the shop is and lastly what the store needs o It is used to measure service success for businesses worldwide.

WHAT NOT TO USE MYSTERY SHOPPING FOR? Mystery Shopping is like being a secret you are supposed to look and act like a normal customer but you observe what is happening. You must agree to the terms and conditions before stating the job of being a mystery shopper. This is important because otherwise some of the things that you might think is alright for shopping may not. You should not use it for private use e.g. educational use.

THE ROLE OF A MYSTERY SHOPPER Mystery Shoppers are there to help on customer service, they let them know what needs to be improved from a customer’s point of view. They are like a spy and observe what is happing in the store. They then take a test on-line and give it to the manager or who ever wanted the information.