Mystery shoppers are similar to professional auditors for customer service department. Such professionals can perform samples at your business, on your website, or over the phone.
Unlike real clients, mystery shoppers are taught to know what quality to search for and gauge in the customer service representative. They offer constructive feedbacks on the present level of your own customer service in order that you make necessary corrections which raise your bar on overall customer satisfaction.
Below are the tips to help determine whether the mystery shopping jobs are the right solutions for your business.
Advantages of Mystery Shopping
Previous to you sign in with any mystery shopping websites in your area, think whether your company can reap real advantages from this process. A few of the general benefits of the mystery shopping include:
- Ability to see business through customers’ eyes. There isn’t any means to get this viewpoint from somebody within your own company as efficiently.
• Accurate evaluation of customer services training. Shadow shopper will reveal if your workers are learning the correct customer service skills so as to give your own company a positive feeling with your customers.
• Comprehensive evaluation of customer service department. Any good mystery shopper could tell you what will work in your customer services process and what definitely doesn’t.
Beginning Mystery Shopping Programs
If the benefits sound like profits you wish to get for your company, it’s time to start on your mystery shopping programs with these basic steps:
• Tell your employees that you’ll be implementing this program, so they don’t feel like they got blindsided after this fact. Make them know that this isn’t a punitive measure, however training tool which could raise your levels of services across the board.
• Put the services benchmarks you wish to get measured by your own mystery shopping services. These benchmarks are the service features which you feel are important to your own company.
• Determine on what you wish to know from mystery shopping programs so that you can convey such facets to the firm you hire. Any competent mystery shopping services will be capable to customize your programs to your particular business requirements.
• Shop around for mystery shopping services which will best fit in your budget and needs. You either can hire a large company which can handle the complete process or a freelance for few mystery shoppers who will collect all data that you’ll then compile by yourself.