Power of mystery shopping applications for workforce boards

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 - faxCelina@FullCapacityMarketing.comWeb: www.fullcapacitymarketing.com

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