Measure Your Customer Service Results with Mystery Shopper

An American Express Survey indicated that “3 out of 5 Americans (59%) would try a new brand or company for a better service experience.”

Much like the importance of aligning your sales and marketing teams to drive growth, it is equally important to align your customer service reps and customers (in a sense) to ensure a shared view of your product, service, or brand’s reputation, likely all of the above.

One of the biggest mistakes companies make is assuming customer views.

How are you to know what your customer’s view of your company, service, or product is without asking them?

What about what your customers think about your customer service reps?

Though the reality may turn out to be harsh, it’s important your customer service reps know their strengths and where they’re falling short.

You won’t know until you ask, or, as Ledgeview recommends – implement a mystery shopper program.

Ledgeview recommends a Mystery Shopper program to create clarity and come out with a new focus on your customer service coaching program.

The best way to close the assumption gap is to work with a third party to eliminate bias. 

Work together with this third party to create real customer scenarios taken from your existing customer scenarios.

Have them call in to understand what a typical call is like, for example.

This audit will show you how your CSR (Customer Service Rep) team is truly doing. You may be surprised at the results.

If they come out negative, do not be discouraged, but encouraged to create a Coaching program around the results.

Even when the results lean positively, there is always room for improvement. Identify where that room is for your coaching program and work on it during your ongoing training with your CSR.

Mystery shopper programs provide actionable information for CSR managers to be better at their jobs by helping Customer Service Reps become better at their own jobs.

When you are able to identify key performers, underperformers, strengths, weaknesses, and holes in your strategy through a Mystery Shopper program, you open yourselves up to create a stronger coaching program and Customer Service Reps.

Stop the guessing game now. Try Mystery Shopper and see what happens. As far as Ledgeview’s concerned, you can only learn from it!

Learn more about Mystery Shopper programs and how to measure your results when you download Ledgeview’s latest eBook, “10 Best Practices to Improve Customer Service.”

>>> Download it here.

Learn more about Ledgeview’s Customer Service Consulting Services here.