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Top : Mystery Shoppers: A number of businesses hire "mystery shoppers" to evaluate the quality and levels of customer service in their stores and outlets. Learn more about mystery shoppers, their use and how they can best be used.
Articles:Taking The Mystery Out of Patient Satisfaction - Mystery Shoppers - by naDo patients feel welcome in your office? Is staff training having an impact? Mystery shopper programs are a good way to find out. AE explores three models for making mystery shopping work for you. In the context of a medical practice, mystery shoppers are really mystery patients anonymous evaluators who provide insights into how well everyone in the practice, from receptionist to physician, is serving patients. (Added: 24-Jun-2005 Hits: 232 ) Mystery Shoppers - Beyond Mere Measurement (pdf format) - by na Most re t a i l e rs agree that customer retention is the key to i m p roving share of marke t . But opinions differ on how to measure and improve customer service. Survey methodologies offer a number of way s : intercepts, telephone survey s , i n - s t o re comment cards and interactive voice response (IVR).Of necessity, these surveys are often brief and can there f o re c a p t u re only a few key measurements of serv i c e. In addition, re s p o ndents who take part in these surveys can be either ve ry disgruntled or wildly satisfied. But most customers fall into the wide gap between those extre m e s . Mystery shopping fills that gap. Howeve r, companies that use myst ery shopping only as a measurement are only using half the tool.To maximize the value of my s t e ry shopping, re t a i l e rs should use results to devise and implement strategies that improve their level of customer serv i c e. Two nationwide clients of our firm, Customer Perspective s , e xe mplify the dive rse ways in which my s t e ry shopping can be used to i m p rove and enhance, rather than just measure, customer serv i c e. (Added: 24-Jun-2005 Hits: 298 ) Should I Have My Company Mystery Shopped? - by Anne M. Obarski The author suggests you have a plan in place before you have your company mystery shopped. Some good advice and questions that you should answer are included within. This article does help you decide if your company needs to do some mystery shopping. (Added: 16-May-2006 Hits: 265 ) Mystery Shoppers Trendy…Or Tried and True? - by Heidi Gill A mystery shopper is a third party evaluator who poses as a customer and visits an establishment (restaurant, bar, hotel, health club, airport, golf course, store or apartment) with the purpose of evaluating and analyzing the customer service, product quality, presentation, timeliness and other specific details as requested by the client. Mystery shoppers, also known as "spotters", can do everything from creating a commotion to courteously sending plates back to the kitchen to see how managers deal with the problem. (Added: 25-May-2005 Hits: 228 ) Getting Started In Mystery Shopping - by Melanie Jordan One of the most common questions I get from people who are looking to get started in mystery shopping is "how do I get started?" If you intend to make mystery shopping a real career rather than just getting "paid to shop" it's important to get started off on the right foot. Mystery shopping can either be the road to overworked and underpaid, or if you do it correctly, it can be quite lucrative for a legitimate, work-at-home, flexible job. (Added: 2-Feb-2006 Hits: 249 ) Mystery Shopping- Is It Real? - by Jenny Fulbright See if you have what it takes to make a career out being a mystery shopper. In this article you will find out how you can qualify to become a mystery shopper. Also included are some details regarding salaries of a mystery shopper. (Added: 2-Feb-2006 Hits: 619 ) Related Categories:
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