Knowledge

Telephone Mystery Shopping Questions

Jul 29, 2009 by Elaine Buxton

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.

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IVR Surveys vs Mystery Shops

Jul 26, 2009 by Elaine Buxton

Interactive Voice Response Interviewing (IVR) and Mystery Shops are both effective ways to measure customer experience quality. When looking at a choice between the two methods or a combination of both, it’s important to consider three key areas:

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Why Organizations Use Mystery Shoppers

Jun 23, 2009 by Elaine Buxton

When I tell friends that I work for a firm that provides mystery shopping services, I am surprised by the responses. They are intrigued with the idea of mystery shopping and want to become mystery shoppers themselves. Most have experienced positive and negative interactions in buying situations and have wanted to convey feedback on their experiences.

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Do Tough Economic Times Result in Customer Service Improvements?

Mar 26, 2009 by Elaine Buxton

A business acquaintance recently asked my opinion on the current state of customer service in this tough economy. The reason? She had just returned from some routine business travel and found the customer service, from beginning to end, to be nothing short of effusive. I could not stop her as she sang the praises of the taxi driver, the airline gate agent, the flight attendants, the bell staff, the concierge, the restaurant servers, and on and on. She reported that she felt an obvious, heartfelt appreciation of her patronage from many employees.

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“No Problem” is a Customer Service Problem

Mar 20, 2009 by Elaine Buxton

A recent experience in Orlando International Airport clearly reminded me why the phrase “no problem” could easily be associated with the phrase “no service.’
I had just placed an order at a quick service restaurant, and was handed my order in a bag, along with a cup to fill at a self-service station. At this point in the transaction, I said, “Thank you.” The efficient employee then said, “No problem.”

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