1. You’ve Been Shopped! Mystery Shopping for Better Service The UCF Libraries Experience Marcus Kilman

2. Tools for better customer service: Hiring the right people Training Department internal training UCF training Other OPAC/Database training Reference Interview training Printer/Copier service training Empowerment

3. Tools for better customer service (cont): Judgment Mutual Trust Job Satisfaction Feedback Surveys Suggestions/Comments Box (also online) Open Door policy Mystery Shopper

4. Mystery Shopping at UCF Available through UCF Human Resources’ Office of Organization Development & Training Developed and facilitated by training consultant Marjorie Chusmir Circulation Department has completed two Mystery Shopper surveys (May 2006 and October 2007)

5. Planning the Mystery Shopper surveys First survey preceded by the Myers-Briggs Type Indicator session Met with facilitators to define various shopper interactions Interactions were both in-person and telephone Interactions were designed to be “problem patrons”

6. Example “shopper” interactions: As a student, attempt to check out video or book without UCF ID Call circulation desk with book title and ask staff to retrieve book and hold at desk Try to check out a book using driver’s license only, claiming to be local resident who “pays taxes” Ask at the circulation desk to reserve a study room

7. Measures of success: In person Customer awareness Customer Service Over the phone Greeting Friendliness Service All interactions were anonymous

8. Scale of measure: Strength = interaction was rated high overall Needs improvement = some elements were rated high and others were not Strong Development Need = most elements were rated low

9. First survey results: In-Person: Customer Awareness = Strength Customer Service = Needs Improvement Over the Phone: Greeting = Strength Friendliness = Needs Improvement Service = Needs Improvement

10. Recommendations: Staff form 3 groups to develop strategies to address: Friendliness (be “warm and friendly” not just “polite and professional”) Phone etiquette (formalize procedures for answering and transferring calls, referring when necessary, importance of attitude) Service (attention to details, thoroughness)

11. Second survey measures: Measures of success were: In-person Customer awareness Customer service Policy Adherence Over the phone Greeting Friendliness Service Policy Adherence

12. Scale of measure: Strength = interaction was rated high overall Opportunity for improvement = some elements were rated high and others were not Strong Development Need = most elements were rated low

13. Second survey results: In-person Customer awareness = Strength Customer service = Opportunity Policy Adherence = Strength Over the phone Greeting = Opportunity Friendliness = Opportunity Service = Strength Policy Adherence = Strength

14. Recommendations: Staff continue to work on “warm and friendly” versus “polite and professional”

15. Conclusions: Mystery Shopper surveys produced no “big surprises” Mystery Shopper surveys are useful when used in conjunction with other feedback and survey tools We will continue to use the Mystery Shopper surveys on an irregular basis Ask for more “aggressive” shoppers

16. Contact information: Marcus Kilman mkilman@mail.ucf.edu (407) 823-2527