Mystery shopping is often used as a means to identify skills gaps and training needs, and can be followed by training and development which targets the key areas which need improvement.
It is an exercise used to evaluate staff’s work performance and customer service in a critical and unbiased way. A predetermined list of criteria is identified by which to evaluate the staff’s efforts at dealing with customers. Mystery shoppers are recruited to the task which requires them to act as an authentic customer. Feedback is given to the company on performance, skills and overall experience. Actions to be taken can also be provided.
Would you like to assess the way your staff handle customers?