Whether my customer service was to my satisfactory. The atmosphere of the clinic. What students were engaged in during my visit.
A strength should be the 'care' by way of 'interest' that you are shown when be attended to- comments can be made to address this- problems with mystery shopper reports often are too cut and dry and then not assessed correctly.
A weakness should be observed if they do or are concentrating on something more than YOU
Doris, absolutely. Sometimes, we may not know the answer, but the idea here is to follow up and find someone who does. Great work!
Dr. Jean Norris
I agree with Andrew. Our quality needs to start in Admissions. Making sure before the interviewing begins, if they feel they are not sure with the questions to get with the program directors or instructors to have all the correct answers.
Joane, thank you for sharing your experience here. It's such a great feeling when students respond in that way. It helps us know what we are doing matters. In regards to the paperwork issue, tell me, what are some steps you could take immediately to help?
Dr. Jean Norris
The strengths in our school would definitely be the way we treat our students they keep telling us that our school is their second home.
Challenges would be implementing better way to keep up with paperwork
Christal ,
Yes we see the same thing as our shoppers are out at colleges all across the country! Compliance is essential and you can see the impact when people know someone is watching. It demonstrates the importance of the activity to management.
Dr. Jean Norris
At the hospital where I work we use mystery shoppers to watch handwashing compliance. Since we have implemented the program and also made handwashing compliance a goal on every employees evaluation, compliance has gone up 35%
Kathi,
Yes, body language oftentimes tells you much more than the words spoken, doesn't it?
Dr. Jean Norris
I would watch how they treated the customer the whole time. I would watch the body language and see if the customer felt they can engage in a conversation.
I would include factors that I felt would increase the experience for the student to better understand our process of our school
Janeane,
Thanks for sharing your insights. Including the front desk staff in your customer service experience while mystery shopping is an important component. After all, the front desk staff pay a major role in helping your prospective students feel at ease and welcome when they first arrive. What would you do to ensure this is happening in your department?
Shannon Gormley
The strengths and challenges I would invlude in my final report after being a mystery shopper in my department would be that of customer service satisfaction. I would make sure that I was greated in a friendly and professional manner by the front desk.
Excellent insight, Gina. It sounds like you can see the benefit of mystery shopping from a number of important perspectives for your institution.
Shannon Gormley
From a student's perspective I'd look for things such as the overall customer service, are perspective students intrigued(?). From an employee's perspective, I'd look for a competitive edge, did I learn anything new about the industry from my overall experience and how are other businesses perceiving my company, are we mentioned or being compared in the local community(?).
Gina, very interesting. Yes, when you have the perspective of both a student and employee, I am sure you would see things a bit more openly. Could you elaborate more on the topics you are referring to?
Shannon Gormley
The strenghts I'd include in my final report would be topics related to being a student and employee of the school I currently work for. I know the specifics of what to look for from a student's point of view as well as an employee's point of view.
Cory,
I like your father's quote, thank you for sharing it. Taking the time to evaluate/assess your performance may not always be convenient or easy - but it's something that will help you to continue to improve. It gives you the chance to take a step back and say "what more can I do or learn to become even better". All the best to you as you continue to educate yourself and ultimately increase your success!
Shannon Gormley
My plan for the future is to continue educating myself. I will constantly seek advice from others in the field, mentors, students, alumni, etc. and fill myself with knowledge any way I can get it. My father always told me, "It's what you learn after you know it all that counts." In hindsight, this makes a lot of sense.
Cory, thanks for your input. It sounds like your department runs smoothly for the most part. I like that you said that there is always room for improvement. Now that you are aware of that, what is your plan moving forward?
Shannon Gormley
