Service Evaluation – Mystery Shopping
In a highly competitive retail environment, great service can make or break a business. And great service do not happen by chance but by putting in place plans and initiatives to ensure that the organisation continues to meet and exceed consumer’s ever-increasing expectations.
This advanced-level workshop aims to approach the concept of service evaluation through the Mystery Shopping concept. Using a systematic observation-evaluation approach to gain a greater understanding of their service staff, branding and customer service process, service professionals would be able to identify service gaps more purposefully and implement a plan to effectively meet the needs of their customers.
The Workshop will be conducted using a mix of knowledge sharing, practice and observation assignments (mystery shopping). Formative assessments will be via class participation. Evaluative assessments will be via the Mystery Shopping project and presentation of findings based on the following concepts:
- Concept 1 – Quantitative and Qualitative Evaluation
- Concept 2 – Concept and Application of Mystery Shopping
- Concept 3 – Building a post-evaluation report and action plan
Concept 1. Quantitative and Qualitative Evaluation
This module explores the different types of Evaluation styles; ranging from Quantitative to Qualitative Evaluation approaches. This concept is important to Customer Service as a means of evaluating customer satisfaction. To build a more comprehensive understanding of the topic, candidates are then introduced to the hands-on application of constructing an Evaluation matrix and Competency Map to be used in the Mystery Shopping audit for Day 2.
Concept 2. Concept and Application of Mystery Shopping
This module explores the concept of Mystery Shopping and the benefits and disadvantages. In addition to the theory, participants will get a hands-on experience in being a mystery shopper themselves, putting into application the Evaluation matrix constructed on Day 1. They will understand first-hand the difference between concept and delivery as they test the services of the organizations / outlets assigned to them.
Concept 3. Building a post-evaluation report and action plan
This module builds on the previous two concepts and provides a closed loop to the Mystery shopping process. They will assess the results of the Mystery shopping exercise and prepare a report and well as an Action plan to address the gaps discovered in the exercise.
Professionals, managers responsible for staff performance.
2 days, 10am to 5.30pm / 15 hours
Hand-outs and recommended text
A certificate of attendance will be issued to participants who have attended and completed the programme.