Power of mystery shopping applications for workforce boards

The Power of Mystery Shopping Applications for Workforce Boards Celina Shands Gradijan

What is Mystery Shopping?
An interaction between front-line staff and evaluators that pose as customers [called “shoppers”]
Captures interactions in a normal work environment
Evaluates customer service as it unfolds and the ability of staff and partners to communicate about the organization

Why Mystery Shopping? Results ARE used to: Improve the culture and work environment of the Board & its One-Stop Career Centers Results ARE NOT used to… Report on any specific department, person or partner Reprimand or terminate staff

How it’s conducted…
Typical customer scenarios are developed for
various customers of a One-Stop
Job Seekers
Dislocated Workers
Youth
Migrant Farm Workers
Employers

Evaluation Categories Customer Service Brand Communication Sales

Results used for…
Shaping Brand Architecture
Creating Communication Tools & Customer Processes

Tool #1:
Elevator Speeches

Tool #2:
Customer FAQs & Responses

Telephone Procedures
Tool #3:

Email Signature Lines
Tool #4:

Tool #5: Customer Touch Point Communication
Phone
Face-to-Face
Group Presentation
One-to-One
Website

Evaluating Success
Integrate metrics into Performance Reviews
Conduct Ongoing Mystery Shopping
Deploy Customer Surveys

Think your organization could benefit from mystery shopping? Contact us for a free consultation.

© 2010 All Rights Reserved
Celina Shands Gradijan – President/CEO
Full Capacity Marketing, Inc.
3525 Del Mar Heights Rd. #296
San Diego, CA 92130
(858) 793-6694 - phone
(858) 793-1728 - fax
[email_address]
Web: www.fullcapacitymarketing.com
Questions or Comments? Contact Us!

Power of mystery shopping applications for workforce boards

by Celina Gradijan on May 21, 2010

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