At the heart of every successful business is great customer service. Businesses can reduce prices and offer special promotions an unlimited amount of times, but it doesn’t mean customers will come back for more in future!
High levels of customer service are especially important when there is a possibility a mystery shopper may visit at any time and make judgements about service quality. In our guide below you can follow some of our tips. Whether you are in a customer position wanting to know what to look out for or a business looking to improve, you should find this helpful!
1. Answering the telephone
Businesses should never miss a call from a potential customer. If there is no answering machine or call forwarding in place when required, it doesn’t give customers a great impression.
2. Keeping promises
Reliability is a crucial factor in sustainable marketing to keep customers coming back. Imagine if a mystery shopper places an order for a product expecting it to be delivered at a certain time and it doesn’t happen – not good!
3. Listening to customers
As the old saying goes, “the customer is always right”. As a customer you should always be able to get your point across and know that the person responsible is listening and taking notice.
4. Complaining
In the modern world, many businesses seem to disregard complaints and not take them seriously enough. Nobody likes to hear a complaint, although they should be taken as genuine feedback no matter how they are phrased.
5. Being helpful
Being a mystery shopper, you will often not be required to purchase anything. Businesses should realise this and still be helpful even though they cannot see an immediate sale being made. Just because money may not be made today, doesn’t mean it won’t be in future.
6. Going over the top
As a customer or mystery shopper, how great would it be for a business to go over the top of expected service? For example, you ask where a product is in a shop and the member of staff walks with you to show you the exact location. Fantastic!
7. Throwing in extras
Even if it is not something of significant value, everyone loves a freebie. Whether it is a simple discount voucher for future use or an optional extra thrown in with a purchase – you can be sure that the customer will appreciate it.