When the cat's away - mystery shopping can pay dividends
How do your staff behave when you or your manager are away from your office or premises? Do they follow all your carefully laid out systems and processes? Are you customers treated the way they would be if you were there?
The truth is when the boss cat is away the mice will play! However, if you use mystery shopping services it is possible to scrutinise just what the customer experience is like in your absence. This is true whether you are a retail business or offer B2B services. Better still, a team that knows mystery shopping regularly takes place is far more likely to behave in the professional manner you would expect.
Morgan PR mystery shops local businesses in Newbury, West Berkshire, the Thames Valley and we also operate national accounts. Using a combination of traditional mystery shopping, video mystery shopping and telephone mystery shopping, we can find out what your staff do when you are not there to supervise; do they behave in an exemplary manner or is it really more a case of mice playing when the cat is away?
It is more important than ever to give customers old and new the right impression; what impression do they get when they visit or call your business? Examples of great customer service we have encountered have been perfect telephone manner, excellent complaint handling and going the extra mile to help resolve a query in a retails store - staff that glady take ownership and are a credit to their employer.
To the contrary, stories of woe include gum chewing customer service assistants and telephones answered with a sulky ‘hello?’ by someone obviously not happy to be there (and you can bet that pretty soon after they probably wouldn’t be…). How about that promise to transfer you to be met by being disconnected?
Video mystery shopping allows staff to see exactly what the customer experience was, for good or bad, and is a powerful training tool. As they say, the camera never lies. This can be used to highlight good and bed practice and to reinforce the importance of training.
Talk to Morgan PR about what matters to your customers and your business; we can then measure your service against your processes and key performance indicators and help you make sure that your customers always get the service that they deserve and you expect.