power of mystery shopping applications for workforce boards
DESCRIPTION
Have you considered mystery shopping for your organization? This presentation shares applications for workforce boards and One-Stop Career Centers.TRANSCRIPT
The Power of Mystery ShoppingApplications for Workforce Boards
Celina Shands Gradijan
What is Mystery Shopping?
• An interaction between front-line staff and evaluators that pose as customers [called “shoppers”]
• Captures interactions in a normal work environment
• Evaluates customer service as it unfolds and the ability of staff and partners to communicate about the organization
Why Mystery Shopping?
Results ARE used to:
Improve the culture and work environment of the Board & its One-Stop Career Centers
Results ARE NOT used to…
Report on any specific department, person or partner
Reprimand or terminate staff
How it’s conducted…
Typical customer scenarios are developed forvarious customers of a One-Stop
Job SeekersDislocated WorkersYouthMigrant Farm WorkersEmployers
Customer Service
Brand Communication
Sales
Evaluation Categories
Results used for…
• Shaping Brand Architecture
• Creating Communication Tools & Customer Processes
Tool #1:Elevator Speeches
Tool #2:
Customer FAQs &
Responses
Telephone Procedures
Tool #3:
Email Signature Lines
Tool #4:
Tool #5:
Customer Touch Point Communication – Phone– Face-to-Face– Group Presentation– One-to-One– Website
Evaluating Success
– Integrate metrics into Performance Reviews
– Conduct Ongoing Mystery Shopping
– Deploy Customer Surveys
Think your organization could benefit from mystery shopping?
Contact us for a free consultation.
© 2010All Rights Reserved
Celina Shands Gradijan – President/CEOFull Capacity Marketing, Inc.3525 Del Mar Heights Rd. #296San Diego, CA 92130(858) 793-6694 - phone(858) 793-1728 - [email protected]: www.fullcapacitymarketing.com
Questions or Comments? Contact Us!