Customer service is one of the first things we notice as a mystery shopper. When you enter an establishment you can immediately get a feel of how the company/store values their customers. If the customer service is good, then we immediately want to stay for a long time, enjoying ourselves with what the store offers and eventually make a transaction. In the end, we feel satisfied with the overall experience and will more than likely want to return.
Because of the importance and lasting effect of customer service on a store visitor, it would stand to reason that this topic is one that clients are very interested in when it comes to your mystery shopping report.
Unfortunately, not all establishments have courteous staff and good customer service. While you never want to offend a client, and potentially sacrifice future jobs, it is important to remember to give constructive criticism where criticism or critique is needed. For example, many establishments – especially after the holiday chaos has set in – have employees that serve their customers with unwilling attitudes and grumpy faces which typically turn-off the customer and puts them in a bad mood even after they leave the store. This is something that will be greatly appreciated by the store-client as a negative experience in a store almost never stops once the shopper leaves – they usually tell other people about their negative experience.
It is also good to note how you are greeted upon entering a store as this always sets a tone for your shopping experience. Stores should always strive to have their staff appear welcoming, and willing to help their customers without being overbearing about their efforts to assist (or even worse, following the shopper around the store).
Not only should a mystery shopper take note of their own experience, but an eye should also be kept on how the staff of a store treats other customers as well. From the patient shopper – to the occasional temperamental and demanding one – how an employee responds to each situation will tell the client a lot about how their staff is being trained.
Once you have finished at your store – just remember to keep your reports respectful, unemotional (in case you had a bad experience), and provide ample support for both the positive, and negative aspects you observed. With your report in hand, the client can begin taking measures to ensure that the services they provide to each customer is excellent – every time!