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Nowadays, companies in the secret shopping business are in great demand as they provide quality control services to other companies. Whether a company is in the production business or provides some service, certain essential steps have to be taken to ensure that they have good business prospects and make a tidy profit.
Good Customer Care Is Essential
While it is essential that the product or service should be of high standard, it is also mandatory that the company should provide good customer service. This means that if a customer has any inquiries regarding the company and its product or service then the customer service personnel should patiently and politely clear all the doubts. Every customer wants good value for his time and money so if he is made to wait unnecessarily by a company he will never do business with that company even if its product or service is good.
Companies which are in the secret shopping business help to assess the employee attitude towards customers. Their aim is not to find faults with the company employees but to help them improve. Often a company may have very high quality products or services but may not make sufficient profits.
If the company tries to assess its own employees it will surely be biased towards them. Similarly if any external organization tries to assess the company based on its performance in the recent past it might find the problem but may not be able to come up with a solution.
By posing as real shoppers and visiting the company or shop, quality control shoppers can provide the true picture. If it is a service providing company they can pose as real customers and phone the customer service department and ask appropriate questions. These help business personnel to assess if the employees are handling customers with patience and courtesy. For instance, by posing as a real shopper the quality control person can enact different situations like choosing a product or returning one or enquiring about the details of a service on phone.
Search For Experienced Quality Shoppers
The mystery shopper can gauge whether the customer care employees help the prospective customer to make the right choice, does he provide information about other products. In case of returning a product is the employee rude or does he help the client to replace the article and choose anther one if required.
When making a phone enquiry the quality control person can gauge if the employee of the company attends to the call courteously or whether he is rude and keeps the caller on hold endlessly. Those who are in the secret shopping business must be properly trained so that the employees of the company under check cannot make out that they are being assessed.
Also based on the findings the quality checking shoppers need to prepare a report in which they have to highlight the problem areas like less manpower, poor customer service, lack of training and the like. They can suggest suitable measures to the company authorities which they can adopt to improve the situation.
Thereafter, the company can employ more persons for their business to handle the work load they can also organize proper training and refresher seminars where employees can be taught about the company workings and tips on how to handle different customers.
Since there are many quality shopping companies, it is essential to hire a reputed one so that trained shopping personnel are hired for the job. If the findings in the report are incorrect then the employees who are assessed can get demoralized and that can be very harmful for the company. By hiring reliable secret shopping business personnel the company can increase its profit.
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