Mystery Shopping FAQs
What do the customers experience when they come through your doors?
How are they received when using your call center? Your web site? What about their reception when they have mistakenly transferred to an employee in the back office? How are products and services being presented? The customer's perception is what matters most. As you know Mystery Shopping is a great way to help you uncover what their experience is. Reports reflect their experience from the customer's point of view. This subjective information helps to develop employee training directed at enhancing the customer relationship. That's the beauty of the Mystery Shop program. It is an indicator, giving direction for possible training needs, and it is a follow-up tool to measure how well the training is implemented. With a Harland Clarke Mystery Shopping consultation, we can help you to develop your team to be the best it can be…and more!
How will your procedure address skill sets?
Harland Clarke shoppers are trained on professional sales and service skills, which are then evaluated in your employees. We are familiar with the discipline of selling/servicing employed in most training programs. The forms attached demonstrate the complex questionnaire used for measurement. These forms can be customized for your organization based upon your individualized service standards.
How will the results be presented?
We provide both detailed evaluations and an executive summary with historic information included. Detailed reports that track skill sets are also included. Specific customized scenarios are presented in the report.
What is the turnaround time?
We provide our clients the final report within 30 days of the last shop date. So, if the organization wants the shop during February, the report will be provided by the end of March.
What assistance will be required?
An administrator of the program will be needed within the financial institution who will provide us telephone phone lists (for specialized shops), scenario information of promotions going on at the financial institution , name spellings, etc. The administrator acts as our internal liaison.