12 Ways Mystery Shopping Can Improve Service

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Mystery Shopping is something very close to my heart.

This audio slideshow presentation shows 12 ways Mystery Shopping can be used to improve service.

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12 Ways Mystery Shopping Can Improve Service

  1. 1. 12 Ways Mystery Shopping Can Improve Service<br />
  2. 2. 1.<br />You get the behaviour you measure<br />So measure Customer Service<br />
  3. 3. Measureable in detail<br />2.<br />
  4. 4. Direct Behaviour<br />3.<br />Use scoring and weighting to steer specific behaviours e.g. emphasis on knowledge<br />
  5. 5. 4.<br />Staff Guidance<br />The questionnaire becomes the ultimate summary of what is required from staff<br />
  6. 6. Specific actionable plans<br />5.<br />Build store action plans with measurable goals<br />
  7. 7. Identify stars<br />6.<br />Build stories around your stars.<br />Staff listen to peers.<br />
  8. 8. Actionable judgment<br />7.<br />Staff listen to independent evaluation from outside the organisation.<br />Not the same ol’ people.<br />
  9. 9. Tap into competitiveness<br />8.<br />Compare each site to averages and rankings<br />
  10. 10. 9.<br />Benchmark performance against other industries<br />
  11. 11. 10.<br />Solid Commitment<br />Confirms to Staff that you are serious about Customer Service<br />
  12. 12. Calculate Financial Impact<br />11.<br />Measure achievable savings from Customer Service improvements<br />
  13. 13. Staff are more alert<br />12.<br />Staff never know when a Mystery shopper will enter, and therefore are more vigilant.<br />So all customers benefit<br />
  14. 14. Contact<br />Steven Di Pietro<br />www.servicewithpurpose.net<br />steven@dipietro.com.au<br />0405478452<br />

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