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Have you got the feeling that something is wrong with your organization? Are the numbers of loyal customers decreasing on a regular basis? If you are having doubts as to how your salespersons are treating your clients over the counter or on the phone, there are different approaches you can use to discover the truth. You can either opt in for a customer survey or use the services of a mystery shopper .
If you opt for the former, you will have to send questionnaires to your clients with questions about the quality of service they have received from your store. However, not all stores maintain databases of their clients hence for them the mystery shopper is the best bet.
While the customer survey might reach a customer after they have decided not to use the services of your business any more, the mystery shopper helps to nip the problem in the bud. These people keep an eye on your business and the moment they see anything untoward, they report back the same to you. This helps in the problems from aggravating and allows the organization to take preventive action before things get out of hand. The businesses do not have to spend extra time and labor in preparing and mailing questionnaires which saves quite a tidy sum of money. Apart from that, there is no guarantee that the aggrieved client will reply back to the questionnaire.
There are some schools of thought who argue that the data received via the questionnaires can be used to prepare charts which can come in handy to analyze the behavior of employees. This is based on the assumption that some particular employees behave badly all the time. If an employee behaves badly time and again, the questionnaire will be useless. While some clients might rate him as a good salesperson, others might state that he is the root of the problems. It might well be that the salesperson is not at fault and might have had some sour words with a particular client. In this scenario, the client himself might have been the cause of the tiff. Hence this type of reports can be quite confusing and might well end up giving positive points to an employee who does not deserve the same. The mystery shopper will keep an eye on the employees on a regular basis, if so required, and give the organization a true picture of the behavior of the staff.
The hush-hush spy is trained to observe and report back his findings without being biased. These people can get to the root of a problem and help the organization to take steps to rectify the same. Contrary to the views held by others, the data provided by these hidden spies can also be used to create a database or chart which will provide feedback to the organization and trace the root of the problem. No questionnaire can replace them. While the questionnaires are based on the inputs of the clients which might vary from person to person, the views of the hidden surveyor always takes into account the salesperson. If there are 100 salespersons in your organization, it will be impossible for the shoppers to identify a particular salesperson. This is one of the main reasons why the mystery shopper is preferred over the questionnaire.
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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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