1. Mystery Shopping Survey and Web Site Review Undercover Agent Annie Opray

2. Undercover Agent Background Marketing Degree Automotive Hospitality Retail Library Customer Service Always a Hot Topic

3. Project Scope 3 Metro and 2 Regional Web site Review

4. Mystery Shopping Survey Results First Impressions count Joined each library visited

5. Visit 1 Metro Prompt Service Friendly staff Loan periods, Collection, Computer Brochures hard to find No catalogue reference No ancillary services (prompted) Tea/coffee, Medical Condition

6. Visit 2 Metro Prompt Service Staff friendly Loan periods, Fines No ancillary services (prompted) “It’s all in the brochure” Entire encounter less than 3 minutes

7. Visit 3 Regional Referred to 4 staff Status Privacy Guided Tour No catalogue No ancillary services (prompted) No opening hours brochure

8. Visit 4 Metro Kept waiting Staff friendly Good brochure kit Guided tour No catalogue reference No ancillary services (prompted) Specific assistance

9. Visit 5 Regional Inquiry Desk Busy, busy staff Excellent brochure kit No guided Tour No Catalogue reference Loan periods and Fines No ancillary services (unprompted)

10. Summary of Results Pleasant staff Lost opportunity Negative to positive Sheraton Hotel

11. Opportunity Standardise step by step sign up procedure 2 versions

12. Web Site Review Visited 27 library web sites Currency of information

13. Web site Review Results 52% current 37% outdated 11% no information

14. Observations Last updated display Visual monthly calender Large print option Pre-promotional tool

15. Web site Review Summary Real life / Cyberspace Assign responsibility KIC, KIC, KIC Review alternatives

16. Summary Libraries compare favourably No matter how high the standard Deliver consistently good customer service “Day In Day Out”

17. Summary On-selling Fries with that Ancillary services Pre qualifiers and prompts

18. Final Advice When you have to deal with that one prickly customer who is about to ruin your whole day: Take a deep breath Serve them as you would like to be served yourself Thank God you’re not related to them