On October 9, 2009
The Benefits of Responsible Mystery Shopping
It is strange that one of the most effective methods of collecting a good knowledge of your workforce and the quality of service they provide — the mystery shopper — is also one of the most poorly executed and misused. Mention the term to the average employee in a customer service role and the chances are they will visibly stiffen with unease. This is a waste of an excellent opportunity for your staff to gaze into a mirror and see their customer service flaws in a way that doesn’t put the store, brand or company at risk. The concept of mystery shoppers — undercover researchers posing as customers — is well established and in business, and dates back to the 1940s. Businesses…
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