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Beyond “Blame Storming” – There is more to service excellence than penalising your frontline employees

Service excellence is a matter of organisational culture and larger vision and goals. It is rarely as subjective as the last person who came in contact with your customers. In our experience, most organisations penalise employees for poor service experience. They believe that the only way to satisfy customers is in the hands of frontline employees. However given that it’s the very same employees who have to deal with the brunt of an angry customer, the chances of them deliberately ignoring the right thing to do is very, very slim. More often than not, they do the very best they can amidst the existing structures and processes dealt out to them.
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Experience Needs Your Customers Aren’t Telling You About

Despite Customer Experience Measurement processes, Net Promoter Scores, and Customer Satisfaction Surveys, there are several customer service and experience needs that remain unsaid. Marketers and service professionals alike are often baffled when research reports look great but don’t translate to sales. Could it be that we are failing to uncover the unsaid expectations?
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Who in your organisation can use Mystery Shopping reports?

A common myth surrounding Mystery Shopping is that it is only useful for some industries like Retail, F&B, Banking, etc. and can be used only to keep an eye on Customer Service standards. But the real impact of Mystery Shopping can be much more diverse and far-reaching.
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Make The Most of Your Mystery Shopping Program

Brands, especially customer-facing ones in the industries of Retail, F&B, Automotive, Banking and Services, have training and development programs designed to deliver on their Customer Experience promise. Depending on the industry and audience demographics, we have known these training programs to answer specific customer scenarios and use cases. It is an excellent starting point for front line staff to consistently deliver satisfactory Customer Experiences. The question that remains - how can brands track whether these brand-specific protocols are really being followed in their outlets and customer touch points or not? This is where Mystery shopping comes into play.