Excelling at Customer Service
By utilizing mystery shopping and surveys, an organization can evaluate their current customer service
levels to leverage the positive and make improvements. By tracking and trending, you can find the peaks
and valleys then focus on lower scoring areas. For example, if you see a drop in service levels during
a certain time frame; you can adjust staffing or institute specialized training. When employees are aware
of the impact of customer service, they begin to treat every customer like a mystery shopper.