The Power of Mystery Shopping Applications for Workforce Boards Celina Shands Gradijan
What is Mystery Shopping? <ul><li>An interaction between front-line staff and evaluators that pose as customers [called “s...
Why Mystery Shopping? Results ARE used to: Improve the culture and work environment of the Board & its One-Stop Career Cen...
How it’s conducted… <ul><li>Typical customer scenarios are developed for </li></ul><ul><li>various customers of a One-Stop...
Evaluation Categories Customer Service Brand Communication Sales
Results used for… <ul><li>Shaping Brand Architecture </li></ul><ul><li>Creating Communication Tools & Customer Processes  ...
<ul><li>Tool #1: </li></ul>Elevator Speeches
<ul><li>Tool #2: </li></ul>Customer FAQs & Responses
<ul><li>Telephone Procedures </li></ul>Tool #3:
<ul><li>Email Signature Lines </li></ul>Tool #4:
Tool #5:  Customer Touch Point Communication  <ul><li>Phone </li></ul><ul><li>Face-to-Face </li></ul><ul><li>Group Present...
Evaluating Success <ul><li>Integrate metrics into Performance Reviews </li></ul><ul><li>Conduct Ongoing Mystery Shopping  ...
Think your organization could benefit from mystery shopping? Contact us for a free consultation.
©  2010 All Rights Reserved <ul><li>Celina Shands Gradijan – President/CEO </li></ul><ul><li>Full Capacity Marketing, Inc....
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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.

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Power of mystery shopping applications for workforce boards

  1. 1. The Power of Mystery Shopping Applications for Workforce Boards Celina Shands Gradijan
  2. 2. What is Mystery Shopping? <ul><li>An interaction between front-line staff and evaluators that pose as customers [called “shoppers”] </li></ul><ul><li>Captures interactions in a normal work environment </li></ul><ul><li>Evaluates customer service as it unfolds and the ability of staff and partners to communicate about the organization </li></ul>
  3. 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. 4. How it’s conducted… <ul><li>Typical customer scenarios are developed for </li></ul><ul><li>various customers of a One-Stop </li></ul><ul><ul><li>Job Seekers </li></ul></ul><ul><ul><li>Dislocated Workers </li></ul></ul><ul><ul><li>Youth </li></ul></ul><ul><ul><li>Migrant Farm Workers </li></ul></ul><ul><ul><li>Employers </li></ul></ul>
  5. 5. Evaluation Categories Customer Service Brand Communication Sales
  6. 6. Results used for… <ul><li>Shaping Brand Architecture </li></ul><ul><li>Creating Communication Tools & Customer Processes </li></ul>
  7. 7. <ul><li>Tool #1: </li></ul>Elevator Speeches
  8. 8. <ul><li>Tool #2: </li></ul>Customer FAQs & Responses
  9. 9. <ul><li>Telephone Procedures </li></ul>Tool #3:
  10. 10. <ul><li>Email Signature Lines </li></ul>Tool #4:
  11. 11. Tool #5: Customer Touch Point Communication <ul><li>Phone </li></ul><ul><li>Face-to-Face </li></ul><ul><li>Group Presentation </li></ul><ul><li>One-to-One </li></ul><ul><li>Website </li></ul>
  12. 12. Evaluating Success <ul><li>Integrate metrics into Performance Reviews </li></ul><ul><li>Conduct Ongoing Mystery Shopping </li></ul><ul><li>Deploy Customer Surveys </li></ul>
  13. 13. Think your organization could benefit from mystery shopping? Contact us for a free consultation.
  14. 14. © 2010 All Rights Reserved <ul><li>Celina Shands Gradijan – President/CEO </li></ul><ul><li>Full Capacity Marketing, Inc. </li></ul><ul><li>3525 Del Mar Heights Rd. #296 </li></ul><ul><li>San Diego, CA 92130 </li></ul><ul><li>(858) 793-6694 - phone </li></ul><ul><li>(858) 793-1728 - fax </li></ul><ul><li>[email_address] </li></ul><ul><li>Web: www.fullcapacitymarketing.com </li></ul>Questions or Comments? Contact Us!

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