Mystery Shopping is something very close to my heart. This audio slideshow presentation shows 12 ways Mystery Shopping can be used to improve service.

1. 12 Ways Mystery Shopping Can Improve Service

2. 1. You get the behaviour you measure So measure Customer Service

3. Measureable in detail 2.

4. Direct Behaviour 3. Use scoring and weighting to steer specific behaviours e.g. emphasis on knowledge

5. 4. Staff Guidance The questionnaire becomes the ultimate summary of what is required from staff

6. Specific actionable plans 5. Build store action plans with measurable goals

7. Identify stars 6. Build stories around your stars. Staff listen to peers.

8. Actionable judgment 7. Staff listen to independent evaluation from outside the organisation. Not the same ol’ people.

9. Tap into competitiveness 8. Compare each site to averages and rankings

10. 9. Benchmark performance against other industries

11. 10. Solid Commitment Confirms to Staff that you are serious about Customer Service

12. Calculate Financial Impact 11. Measure achievable savings from Customer Service improvements

13. Staff are more alert 12. Staff never know when a Mystery shopper will enter, and therefore are more vigilant. So all customers benefit

14. Contact Steven Di Pietro www.servicewithpurpose.net steven@dipietro.com.au 0405478452