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Most companies hire people for secret mystery shopping to improve their business prospects. Whether a company is in the production business or service industry it has to take certain measures to increase its profits.
Good Customer Service Is Essential
The most important requirement is that the product or service of the company should be of high standard. However this alone cannot determine the success of any business. It is equally important to provide good customer service to prospective clients so that they become permanent customers.
This implies that every prospective customer must be treated with importance. Customer care employees must promptly enquire how they can help a particular customer.
Whether in giving information, choosing a product or in returning it, the employee must help the customer so that he does not waste time in finding his way around the shop.
By hiring people for secret mystery shopping , a service company can determine how its employees treat its customers. For instance, if a client makes a phone call to a company to clear some doubt, at no cost should his call be left unattended due to which he is made to wait indefinitely.
Every customer wants good value for his time and money. Thus employees must be courteous and prompt in their dealings with clients.
Company managers might choose to carry out an assessment of their employees by themselves. But this will never give the right picture as the judgment will be biased towards the company. Similarly, if an external organization is asked to assess the company performance it can detect that there is a reduction in profits but cannot give the exact reason.
A good method to assess a company is to hire secret mystery shopping experts. They are trained personnel who pose as real shoppers and visit a shop or office to buy a product or inquire about it.
They may even make a phone call to ask about its services. All this is done with the idea of gauging the standard of customer service of the company. For instance, do the employees of the company receive the phone call promptly or keep the caller on hold Also, do they ask a customer visiting a shop how they can help him
Help The Company To Make Suitable Changes
However, quality control shoppers should be well trained in the job so that the employees do not get a hint that they are under check. That will make them cautious and hence the assessment will be incorrect.
The anonymous shoppers will prepare a report regarding the work attitude of the employees and submit it to the company.
The aim of such shoppers is not to find faults with the employees but to understand their problems and help them improve. Experts based on results of secret mystery shopping can also advise the company to make necessary amendments. For instance, there may not be enough manpower to handle the increased work load of the company.
Training courses and seminars must be organized to train the employees on how to handle different kinds of customers. There are many quality control companies, so it is essential to search for a reliable and experienced one. The personnel should be well trained to make the right assessment, since an incorrect negative report can be demoralizing for the employees.
Most quality control companies have their own website with contact details where owners can clarify details, such as fees charged and clients they have worked for.
Companies can improve their performance by hiring a reliable agency for secret mystery shopping .
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