Power of mystery shopping applications for workforce boards

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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.

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  • 1. The Power of Mystery Shopping Applications for Workforce Boards Celina Shands Gradijan
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. Evaluation Categories Customer Service Brand Communication Sales
  • 6. Results used for…
    • Shaping Brand Architecture
    • Creating Communication Tools & Customer Processes
  • 7.
    • Tool #1:
    Elevator Speeches
  • 8.
    • Tool #2:
    Customer FAQs & Responses
  • 9.
    • Telephone Procedures
    Tool #3:
  • 10.
    • Email Signature Lines
    Tool #4:
  • 11. Tool #5: Customer Touch Point Communication
    • Phone
    • Face-to-Face
    • Group Presentation
    • One-to-One
    • Website
  • 12. Evaluating Success
    • Integrate metrics into Performance Reviews
    • Conduct Ongoing Mystery Shopping
    • Deploy Customer Surveys
  • 13. Think your organization could benefit from mystery shopping? Contact us for a free consultation.
  • 14. © 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!