The Secret Diary of a Mystery Shopper
The Secret Diary of a Mystery Shopper
True Customer Service Stories through the eyes of a secret shopper: The Good, The Bad and The Exceptional
About the Book
I have the best job in the world… Wouldn't you love to get paid to shop??
Well maybe not everyone would but I have been very privileged to be a Mystery Shopper for the last 11 years and yes I have been paid to get massages, nails done, eat in restaurants and sleep in fabulous hotels but the best part was that I have been helping businesses master their service delivery, increase their employees’ engagement and customer loyalty, win industry awards and grow their profitability.
In this book, read Claire Boscq-Scott, AKA the Busy Queen Bee, tells the tales of real-life Customer Service Stories, and learn how, through the eyes of someone else and setting up a Mystery Shopping programme, you could improve your employees' performances, deliver exceptional customer experiences and thrive in your business.
Want to know more about Claire Boscq-Scott, check out her website
About the Author
Table of Contents
-
Introduction
- Setting up a Mystery Shopping business
- Time to re-evaluate
- The Good, The Bad and The Ugly
-
Why Mystery Shopping?
- Seeing The Bigger Picture
- Measuring your service delivery, why?
- Measuring, how? Mystery shopping
- How to set up a mystery shopping programme?
- Mystery Shopping online training course
-
The Good
- When someone think they have spotted a Mystery Guest!
- The light went off!
- Call centre
- Video recording visit
-
The Bad
- What a difference a day makes ~ 24 little hours
- Old ladies
- Receiving a Mystery Shop report
- United breaks more than just guitars
- Nail & fish nightmare
-
The Exceptional
- Can you steal Jewellery?
- Thank you card!
- How much did I spend??
- When the CEO behaves badly!
- A new hairdo
-
The End
- The BIG vision
- The End
- Thank you
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