1. Sharing Session
TEAM A
Toh JiaYu, Tham Wei Keet, Jeraldine Wee, Seah DeWang, Huang Peixin, Jacqueline Chia.

2. Background Customer Relationship Management Service Centre (CRMSC)
Venue: B308
Working Hours: 8.30am to 6pm (flexible at times)
Scope of work: External Mystery Shoppers
Supervisor: Mr Eugene Pang, Ms Wendy Sim

3. Objectives To determine service standards
To suggest causes for the variances
Propose ways to minimize it

4. Introduction Mystery Shoppers Conduct mystery shopping Observation
“Testing”
Appraisal forms
Analyze Information collected
Compile and conclude

5. Scope of work Mystery shopping Select the outlets
Test staffs’ patience
Be unreasonable and nice at times
Observe how staffs handle objections
Do not let them discover our identity
Frequent report writing

6. Selected Stores
Peak and off peak
Food and beverages
Women’s footwear

7. Selected stores
Age group
Supermarket

8. Peak and Off Peak Does the service vary? Break ourselves into pairs
Same store but different time
Uses same scenario to test them
Visit the same outlet a few times
Appraise service encounter

9. Scenarios MOS BURGER and YOSHINOYA
Took a long time to decide our order
Kept changing order
Asked for recommendations
Lied about having not enough cash to pay
Demanded for all sauces (to be brought to our table)
Made them clean the table when its clean
Test them on product knowledge

10. A re-enactment of the scenario
AT MOS BURGER / YOSHINOYA

11. Benchmark for F & B Expectations Peak hour’s performance
Greetings
Clean environment
Neat staff’s appearance
Ability to assist
Friendly & approachable
Patience
Peak hour’s performance
Non peak hour’s performance

12. Benchmark for F & B Expectations Peak hour’s performance
Non peak hour’s performance
Adequate product knowledge
Able to recommend
Short transaction time
Handed change with both hands
Say “thank you”
Say “goodbye” and “please come again”

13. Scenarios CHARLES AND KEITH and X:ODUS Asked for recommendations
Made them walk to and fro
Test on product knowledge
Demand for unavailable colours
Go in and be ourselves
Tell them a sad story

14. A re-enactment of the scenario
AT CHARLES AND KEITH / X:ODUS

15. Benchmark for women’s footwear
Expectations
Greetings
Clean environment
Neat staff’s appearance
Ability to assist
Friendly & approachable
Patience
Peak hour’s performance
Non peak hour’s performance

16. Benchmark for women’s footwear
Expectations
Peak hour’s performance
Non peak hour’s performance
Adequate product knowledge
Able to recommend
Short transaction time
Handed change with both hands
Say “thank you”
Say “goodbye” and “please come again”

17. Age Group Older generation or the younger one provide better service?
Approached both young and old staffs
Uses same scenario to test them
Visit the same outlet a few times
Appraise service encounter

18. Scenarios CARREFOUR and COLD STORAGE Ask for directions
Ask for prices when it is already stated there
Ask for price of non sales item (EG. COKE polar bear)
Test their product knowledge
Ask for recommendations
Delay time at cashier counter
Test their patience

19. A re-enactment of the scenario
AT CARREFOUR / COLD STORAGE

20. Benchmark for Supermarkets
Expectations
Greetings
Clean environment
Neat staff’s appearance
Ability to assist
Friendly & approachable
Patience
Older generation’s performance
Younger generation’s performance

21. Benchmark for Supermarkets
Expectations
Older generation’s performance
Younger generation’s performance
Adequate product knowledge
Able to recommend
Short transaction time
Handed change with both hands
Say “thank you”
Say “goodbye” and “please come again”

22. Our Findings and Analysis
Service varies at different periods
Peak hour’s service is rated poor for some
Maintains a certain standard at non peak
Older generations serve us better
Better explanations and more patience
Younger staffs cannot handle objections
Inexperience, lack of product knowledge

23. Challenges Faced and Limitations
Tired of eating the same food
Fear of being recognized
Act out different scenarios
Money concerns
Time restraints
Human restraints

24. Lesson Learnt Service standards in our homeland More observant
Role play skills improved
More organized, independent
Discipline as we are mostly on our own
Strong bonding with one another

25. Conclusion Rising concerns of the service standards
Bad services are often recognized and remembered
The growing use of mystery shopping
Good customer service adds value to the company

26. Thank you for your kind attention.
Q & A session