CUSTOM DESIGNED PROGRAMSmMS helps business managers customize a strategy forcustomer service management. Every company hasdifferent needs, so every strategy developed by mMS isunique.
PROGRAM IMPLEMENTATION Due to our large volume of regular mystery shopping commitments, mMS maintains its own national mystery shopping network. As a result, mMS has 100% control over the quality and the timing of the work mMS has a vast database of mystery shoppers throughout the country. It is therefore easy to rotate shoppers to ensure that each location is viewed with a fresh set of eyes
PREPAIRING FOR THE ‘ SHOP ’ Shoppers prepare in advance for their mystery shopping assignment by reviewing detailed specifications about each client’s needs. The custom-designed mystery shopping forms, address those issues that are particularly important to the client in the format that is easy for both shopper and client to understand. Armed with information about the business, the mystery shopper visits the client’s locations. Simulating a normal customer experience, the mystery shopper pays careful attention to every detail of the visit, from the cleanliness of the store to the friendliness of the employees, their sales ability and their product knowledge.
PROJECT GUIDELINESDetailed Operational Guidelines for field Supervisors andmystery shoppers are developed by mMS. This alsoensures that the client has detailed knowledge of theTraining and mystery shopping process.
EXCEPTIONAL REPORTINGBecause of our breadth of experienceconducting quantitative researchassignments, we develop customizedreports to longitudinally track and analyzethe mystery shopping guidelines. Theresult is understandable data andactionable recommendations.
UTILISING REPORT INFORMATIONThe original mystery shop reports are transmittedto the client, along with quantitative analysis, ifdesired. This transmission can be either electronic or bymail. Clients use the information in a variety of ways,including measuring training, identifying deficienciesand rewarding exemplary employees. Both the mysteryShopping reports and the data roll-ups become a keyPiece of the company’s customer service managementstrategies.
- All Supervisors and mystery shoppers go through levels of training.- First, they are trained on the general principles and best practices of mystery shopping.- Second, for each assignment or wave of mystery shopping research, they receive project specific training.-Training includes role-playing and prompting on various scenarios which may occur during the mystery shop.- mMS shoppers do not “go-live” until they are fully briefed and meet our standards.
- mMS shoppers are mature, reliable, detail oriented people with experience in customer service.- They have a critical eye for detail, an excellent memory, a proven ability to follow instructions, business background.- All our shoppers are at least graduates and quite a few of them are post graduate
Before mystery shopping reports are transmittedTo the client, each one is carefully reviewed by ourQuality Assurance Team to ensure that the shoppers hasaddressed all of the issues important to the client.
Background : Seven Computer Traininginstitutes merged to form one company but theconsolidation failed to unite the different culturesAnd style of doing business at the various locationsresulting in poor customer satisfaction surveys.Objectives : To merge cultures into one servicephilosophy and one medical practice.Results : Independent customer service studies showedimprovement following an eight-month campaign ofmystery shopping analysis and training programsdesigned for management and employees.
Client Objective :A travel company had the following objectives-- To establish company best practice through key performance indicator- To evaluate current level of service and ability of individuals from the sales teams through a programme of telephonic mystery shopping.- To compare current sales and service levels against agreed measures- To identify opportunities for development through training workshops- To build confidence, motivation and enthusiastic sales team that will consistently exceed targets contributing to personal satisfaction and growth in organisational market share.Action :- The mystery calls were recorded to laptop computer and then replayedIn the follow up workshops. Delegates were encouraged to give each other feedback and identify examples of excellent service and sales ability, as well as areas for improvement.- The whole exercise was incredibly positive once everyone had recovered from the initial shock of hearing themselves on tape. This process will be repeated every month throughout 2004.Results :Since the beginning of the mystery shopping programme in Jun 2003 the travel company has seen a steady improvement in their conversion level and average profit per booking.
Hewlett Packard Microsoft All India Association of Industries Young Entrepreneurs Society of India Indo German Chambers of Commerce Polaris Software Ogilvy Publicis Philip Morris International
INTERNATIONALJakarta office Vietnam office Bangkok office Dubai office3rd floor Lina Building, 456, 4th Floor, NGUYEN THI MINH 401 S.Group Building 604 Al Safa MJln. H.R Rasuna Said Kav. B7, KHAI(STR), 1091/153-154 new Petchaburi Road Bank Street Bur DubaiJakarta - 12920, Indonesia WARD 5 , DIST 3, Makkasan Rajtavee DubaiRaj Sharma : +91 9322105830 Ho Chi Minh, Vietnam Opp Hotel Bangkok Palace/Ramada Raj Sharma: +91 firstname.lastname@example.org Tel No: +84866518813 Bangkok-10400 email@example.com Raj Sharma : +91 9322105830 Tel No: +6622555790/6622555791 firstname.lastname@example.org Raj Sharma : +91 9322105830 email@example.comINDIACorporate Office12, Ground Floor, Greenfield Mansion,Dr. Raikar Marg, Mahim (West),Mumbai – 400016Maharashtra, INDIATel : Tel No: +91 22 42206364Fax : +91-22-42206364 Ext. 225Raj Sharma : +91 firstname.lastname@example.orgBanglore Office New Delhi office Chennai Office Kolkata office617 First Floor, Satyam House 2A/New 3, Singaravelu Street 9,Bullygunge Terrace6th B Main,Indranagar 2nd Stage, Balaji Estate, T-Nagar, Chennai-600017 Ground Floor, Gol Park,Bangalore – 560038 Kalkaji, Tel No. +91 44 42604404 Kolkata-700029Tel No: +91 80 41739007/41739045; New Delhi-110019 Raj Sharma : +91 9322105830 Tel No: +91 33 40015939Raj Sharma : +91 9322105830 Tel No: +91 11 26411870 email@example.com Raj Sharma : +91 firstname.lastname@example.org Raj Sharma : +91 9322105830 email@example.com firstname.lastname@example.orgHyderabad office Pune office Gurgaon office Ahmedabad officeNo. 3-4-353, 601, 6th floor Rajmahal Apartments, Plot No - 482, 1st Floor, Block 15, Rajpath Row House,Opp Reddy women junior college, Law College Road, Erandwane, Sector 5, Urban State,Sathyamma college, Pune - 411004 Gurgaon (Haryana), Opp. AIS School,Barkatpura,Hyderabad-500027 Tel No: +91 20 30220897 / 98 Tel No : +91 9322105830, Judges Bungalow Road,Tel No: +91 040 27552251 Raj Sharma : +91 9322105830 Raj Sharma : +91 9322105830 Bodak Dev, Ahmedabad - 380054Raj Sharma : +91 9322105830 email@example.com firstname.lastname@example.org Raj Sharma : +91 email@example.com firstname.lastname@example.org