Service Evaluation – Mystery Shopping

"COURSE OUTLINE Concept 1. Quantitative and Qualitative Evaluation This module explores the different types of Evaluation styles; ranging from Quantitative to Qualitative Evaluation approaches. This concept is important to Customer Service as a means of evaluating customer satisfaction. To build a more comprehensive understanding of the topic, candidates are then introduced to the hands-on application of constructing an Evaluation matrix and Competency Map to be used in the Mystery Shopping audit for Day 2. Concept 2. Concept and Application of Mystery Shopping This module explores the concept of Mystery Shopping and the benefits and disadvantages. In addition to the theory, participants will get a hands-on experience in being a mystery shopper themselves, putting into application the Evaluation matrix constructed on Day 1. They will understand first-hand the difference between concept and delivery as they test the services of the organizations / outlets assigned to them. Concept 3. Building a post-evaluation report and action plan This module builds on the previous two concepts and provides a closed loop to the Mystery shopping process. They will assess the results of the Mystery shopping exercise and prepare a report and well as an Action plan to address the gaps discovered in the exercise."