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How to measure customer service training

Inside Customer Service

The team needed to average 90 points on mystery shopper evaluations within 30 days. The valet team needed to bring its average mystery shopper score from 78 points to 90 in order to do that. Recent mystery shopper results provided a baseline for their performance. The goal was to keep the contract.

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Friendliness is more important than speed for fast food chains

Inside Customer Service

How friendliness connects to customer satisfaction The Intouch Insight study used mystery shoppers to evaluate the drive-thru experience at ten fast food brands. Accuracy and speed are less important to customers One of the factors rated by mystery shoppers was whether they received the correct order.

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How to write customer service procedures your employees will love

Inside Customer Service

The hotel used mystery shoppers to evaluate its operations, and the valets had earned a string of poor reports. Next, the manager started sharing each mystery shopper report with the team. The manager used a simple strategy to turn things around. He called a team meeting and revealed that the contract was in jeopardy.

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7 Highly Effective Call Center Improvement Strategies

Fonolo

As a contact center manager, you might choose to listen in on some phone calls, review recordings, or even use a “mystery shopper” to get a sense of what’s working and what isn’t. First, audit the quality of service that your call center is currently offering.

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3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

Secret shopping: Certain business-to-consumer industries — most notably, but certainly not limited to retail — lend themselves to having a large number of mystery shoppers evaluate their experiences while shopping or getting service. Just don’t rely solely on this research method. How have our customers’ needs and expectations changed?

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The Magic of the Customer Experience

Service Quality Institute

Olga Ivanitckaia, founder of Professional Mystery Shopper and Customer Service blogger from Russia is the first person that will receive both our Master of Customer Service and Graduate of Customer Service. We offer 3 new programs a year for 3 years with NO charge for replacement materials to cover employee turnover.

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Monthly Mash and The Sympathetic Holiday Shopper

Customers That Stick

This series of phone calls in Documentation and The Tale of Four Phone Calls might seem like it could be a “mystery shopper” script, but it is a real-life demonstration of how documentation can be a key player in saving your customers time and hassle. Photo Credit: [link]. Blog mashup monthly mash monthly mashup'