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Secret Customer Articles
By admin on 4/11/2013 11:31 AM


Today, mystery shopping is amongst the fastest growing industries in world. This boom in the industries began a couple of decades earlier and has not yet subsided. The reason being that more and more businesses are making use of mysteryshoppers to get honest and reliable feedback to identify the various issues keeping them from providing excellent customer service.

By admin on 4/11/2013 11:20 AM



Learning proper telephone etiquette is an integral part of hospitality training. Answering the telephone in a proper and professional manner may seem simple, but it is not to be taken lightly. If your customer service representatives are not properly trained to answer telephone calls, they might be turning away business worth thousands of dollars due to their rude and unprofessional conversations with prospective and existing customers. On the other hand, if your customer service representatives are well-trained and answer telephone calls in a professional manner, they will be able to generate repeat business and positive reviews from customers by making them feel welcome. We will discuss some tried and tested telephone answering tips that will surely improve your customer service representatives’ interaction with customers on the phone.

By admin on 3/28/2013 10:49 AM

Today, mystery shopping has become a full-fledged industry in Australia. Mystery shopping isn’t merely a popular pastime anymore – it is a steady source of additional income for thousands of people across the country. Two main reasons behind its growing popularity are that it’s easy to mystery shop and a mystery shopper gets paid very well for a mystery shop, considering the effort to income ratio.

By admin on 3/2/2013 10:35 AM
As the owner of a growing company you can never underestimate the importance of good customer service. There may have been a time in history when customers were not very particular about customer service. They readily transacted with businesses where the owners or staff were not very friendly and helpful, so much so that even the grumpiest of business owners were able to maintain a steady and somewhat decent number of customers. However, times have changed dramatically since then. Today, customers expect nothing short of the best complete package from businesses, which includes excellent products and/or services and top quality customer service.
By admin on 2/26/2013 9:44 AM
We have been receiving lots of requests recently to do a piece on the things a secret shopper would typically take note of during a mystery shop in order to help the business improve the service it provides to its customers. So, we’ve decided to do a blog post that covers the most common things secret shoppers take note of when they walk into a retail store or any other business establishment. Generally, a secret shopper is given a certain set of guidelines and is asked to take note of everything on the given list and see if all those things are being done. After the mystery shop is complete, the secret shopper is required to fill out a report in order to provide feedback.
By admin on 11/20/2012 9:39 AM
If you are one of those millions of people in Australia who absolutely love shopping and for whom there is no greater fun than to be able to shop to their heart’s content, there is something that can be even more fun. Confused? What could be more fun for a shopaholic than being able to shop? Well, there is, and it’s being able to shop and actually get paid for it. Yes, we are most definitely talking about mystery shopping. As a secret shopper you get paid to mystery shop. You heard it right – you actually get paid to do something you are absolutely addicted to – shopping. It’s probably the only addiction in the world that can translate into something good.
By admin on 11/9/2012 9:35 AM
The key to succeeding in the motel industry is providing customer service superior to that provided by your competitors. If your patrons feel that your motel staff did not provide the customer service they should have received, then you can count on them not only vowing never to return to your motel again, but also sharing their “bad experience” with others. In this age of internet technology it takes only a few clicks for them to share their opinions with the rest of the world. On the other hand, if your patrons are happy with the customer service they received at your motel, then you can rest assured that they will share their high opinion of your motel’s customer service with the rest of the world, courtesy of the seemingly countless review sites scattered across the World Wide Web.
By admin on 10/22/2012 5:15 PM
How important is retail training? And how much effect does it have on a retail salesperson’s ability to make a sale? Let’s take you as an example. When was the last time you visited a retail store? Surely, not very long ago. We all frequently visit retail stores. Think about the last time you were out shopping and walked into a retail store. Surely, you visited the retail store with the intention of purchasing something. So what happened? Did you actually purchase anything? More importantly, did you purchase because of the salesperson or did you purchase in spite of the salesperson? How would you describe your experience? Was it a good experience? Or was it a bad one? Did you recommend the store to someone? Or did you warn someone to steer clear of the store?
By admin on 10/22/2012 5:09 PM
When it comes to ascertaining the quality of service being provided at your retail store, you will notice that most methods of customer feedback prove to be unreliable. The most effective way of testing if all your processes are in place and being carried out effectively appears to be the use of a mystery shopper program. Let’s have a look at some of the advantages and disadvantages of using a mystery shopper program.
By admin on 8/21/2012 9:55 AM
There are several dozen mystery shopping companies out there, with a new one popping up every few months or so. Given such a situation, choosing a mystery shopping company can be a bit tough for some business owners. If you are one of those business owners and are unable to decide where to start, a good idea is to know what to look for in a mystery shopping company before you begin your search.

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