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Effective Mystery Shopping


Become an effective mystery shopper equipped with the best tools to perform secretly but efficiently

Event Navigation

  • « Customer Care For Frontline Staff
  • Effective Customer Service Strategy »

Overview

Mystery shopping is an important tool in market research used by top companies in which undercover shoppers evaluate the product quality and more importantly the quality of customer service along with other elements of customer’s experience. Companies use this method to evaluate the competition and also improve their level of customer service. It provides the business with the likes and dislikes of a consumer, to enhance the employees’ awareness of the product and also the importance of customer service.

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Details

Start:
February 19, 2016 @ 8:30 am
End:
February 25, 2022 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizer

Dany Chakhtoura
  • Primary objective and benefits

    This workshop will help participants to:
    1. Retain more of their past and present customers by learning how to do in-house mystery shopping.
    2. Gain market share by attracting new customers and improving service quality.
    3. Drastically improve the quality of customer service.
    4. Enhance the customers’ shopping experience.
    5. Enhance the employees’ awareness about the product and also the importance of customer service.
    6. Identify best practices and implement them on a large scale.
    7. Improve credibility.

Program Contents

  • Module 1 -
    Become A Mystery Shopper
    • Introduction
    • Glossary
    • What is mystery shopping?
    • Your responsibilities as mystery shopper
    • Keeping track of your business
  • Module 2 -
    Assignments: Beginning To End
    • Ready, Set and Go!
    • Doing your assignment
    • Writing reports
    • Getting more assignments
  • Module 3 -
    Beyond The Basics
    • Breaking the Myths
    • Getting caught
    • When shops go wrong
    • Paying to shop?
    • SCAMS
    • Start your mystery shopping journey
    • Go and shop
    • Resources for a better experience
  • Module 4 -
    Mystery Shopping Surveys
    • Mystery Shopping Survey Structure
    • Execute Mystery Shopping Survey
    • Survey Execution Practices
    • Evaluate Mystery Shopping Survey Reports
  • Module 5 -
    Corrective Action Plans
    • Do’s and Don’ts
    • Corrective actions pre-visit
    • Corrective actions post-visit

Related Training Programs

  • Strategic Innovation

  • Advanced PR Skills

  • 7 Survival Skills for HR Professionals

Event Navigation

  • « Customer Care For Frontline Staff
  • Effective Customer Service Strategy »

Download Brochure

Training Program Quick Facts

ID: CS04E
Duration: 3 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

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Request for Proposal

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