One of the important things that we have to take note of when doing our secret shopping tasks is how employees deal with different kinds of customers. Various situations may arise in which an employee shows different sides to a customer. Employees may be smiling at customers to make them feel welcome, but how do they show good service to customers who are starting to become infuriated inside the store?
Difficult customers are hard to handle. However, there are inevitably times when employees must face these people, especially during holiday shopping sprees or rush hours. What they do and how they react during these times can actually make or break a customer’s decision to come back to the store.
It is therefore a significant advantage to be able to take note of these attitudes in your mystery shopping reports. See if employees are handling these situations well and jot down how they talk to angry customers. Observe their flow of conversation and evaluate if, in the end, the customers walk away happy.
As secret shoppers, it is our job to take note of these types of small details, which can help businesses get a clear picture of how they look to their customers. By taking things like this into consideration on our next shopping visit, you can create a more constructive mystery shopping report for our customers, which will leave them feeling satisfied and more likely to work with you again in the future.
Angela Megasko
President and CEO
Market Viewpoint, LLC
995 Fairview Road, Suite 202
Glenmoore, PA 19343
610.942.7030 ph
angela@marketviewpoint.com
www.MarketViewpoint.com
www.AngelaMegasko.com