• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Power of mystery shopping applications for workforce boards
 

Power of mystery shopping applications for workforce boards

on

  • 5,169 views

Have you considered mystery shopping for your organization? This presentation shares applications for workforce boards and One-Stop Career Centers.

Have you considered mystery shopping for your organization? This presentation shares applications for workforce boards and One-Stop Career Centers.

Statistics

Views

Total Views
5,169
Views on SlideShare
5,164
Embed Views
5

Actions

Likes
0
Downloads
16
Comments
0

2 Embeds 5

http://www.slideshare.net 4
http://www.lmodules.com 1

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Power of mystery shopping applications for workforce boards Power of mystery shopping applications for workforce boards Presentation Transcript

    • 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!