Mystery shopper
Without our knowledge some of our staff sent a mystery shopper to our institution. When we heard the objective results of their visit, the shopped employee was watched more closely and ultimately fired for unacceptable behavior .
I think this is a great idea having a mystery student. When we sit in class to observe both staff and students never do anything wrong. Having a mystery student would help.
we cant have mystery shoppers in school, but i think it might be a good idea to put a mystery student in, not only for the staff but also to watch the students .
Rosa, Training is something that will help the whole team, correct? That sounds like a great idea.
Dr. Jean Norris
I agree that every business has room for improvement however, "setting up" or watching a particular staff member or department can be unfair. I think if issues are brought suspected and confirmed, re-training as opposed to firing should follow.
I agree with this, you should treat you customers as if your being mystery shopped all the time. If thats when you feel you are going to do your best- imagine that every customer you speak to is a mystery shopper, I'm confident in my team, but of course if there were bad results it was be an opprotunity to always improve and work towards our ultimate goals.
That's one reason why it's always important to give your all when dealing with customers.
Mystery shoppers are a great tool to assit with making sure that all the rules, regulations, and higheast customer service is always being practiced. As long as you're following the rules and putting your customer first, you will never have to be concerned with being shopped.
The consistency of the policies and practices of the institution is one of the major reasons why schools conduct mystery shopping. You're right Samantha, if you consistently deliver customer service with honesty and integrity, you will have a positive mystery shop report. Thank you for your input.
That is why it is so important to always have integrity and honesty in customer service. The customer may not always like what they hear, however, it is the same thing that is said to every person if it the policy and practices of the company.
It sounds like you appreciate the benefits of mystery shopping and that it has encouraged consistency in the process. Thanks for sharing your experience.
We get shopped regularly, it does help keep us on our toes but it helps us keep our integrity and stay focused on our customer service. We don't know when we are shopped so it helps us stay consistent with each customer.
We get shopped regularly, it does help keep us on our toes but it helps us keep our integrity and stay focused on our customer service. We don't know when we are shopped so it helps us stay consistent with each customer.
Sonya, that's a great point. You never know who is visiting your school and who they could choose to refer so we should be treating everyone with a positive experience that they will want to share with others.
Dr. Jean Norris
It's important to always be on your "A" game. Mystery shopper or not, customer service should always be at its best.
mystery shopping is a good technique to make sure all employees are always giving it 100% in the workplace.
You're right Therese, mystery shopping is one of many tools that can be used to improve both customer service and compliance. Assessment reports can provide information about positive practices as well as pointing out areas of opportunity. If utilized in a proactive manner, assessment results can benefit the entire institution.
We get "shopped" pretty regularly and have used the feedback to tweak our process. It's just another tool to improve customer service.
I agree with Linda Ashworth that there is always room for improvement in any institution because it drives us to be more successful in our endeavors.
That was pretty smart after all it takes the whole staff to make the institution run correctly. Always room for improvement!
