Hiring someone for a customer service role can be challenging. More than their academic background and work experience, what we really need to evaluate is if the personality of the candidate matches the values of the brand she or he will represent. There are people who are innately strong in interpersonal intelligence, and this should be one of the criteria hiring managers should consider. What management tend to overlook is that front-liners are the brand’s ambassadors.
If we keep this in mind the next time we hire a new sales staff, a bank teller, or a customer service officer, we will spend less time training them on customer service 101, instead, we can focus on how their natural passion to engage and relate with people can help your business grow.
The most technologically-advanced method to discover a person’s innate intelligence (which includes interpersonal intelligence) is through MindPrint, to learn more, visit www.mindprint.ph
After the successful seminar in January 2019 as part of the Philippine Retailers Association (PRA) Excellence (Retail EXL) series, PRA and SatisFIND present the 1st Retail Industry Mystery Shopping Program in the Philippines. This program is only open to members of PRA.
If you are interested to participate, click below.
Not yet a PRA member? Click to view the different PRA membership options.
For more than a decade, SatisFIND has been home to a community of customers who believe in changing the way businesses look at customer service through the feedback we share as mystery shoppers. For those who are interested to be a SatisFIND mystery shopper click http://satisfind.com/be-an-advocate
Understanding what mystery shopping is:
Mystery Shoppers are real customers who visit establishments they would anyway go to based on their usual lifestyle. The only difference between a regular customer visit and a mystery shopping visit is that the mystery shopper evaluates the experience while he or she is there based on guidelines provided prior to the visit. As a mystery shopper, your role is to provide feedback on what you experienced.
Mystery Shopping has been around since the 1940s and has been an effective method to provide truthful and detailed feedback to business owners and management teams about their own service delivery. Over the decades, mystery shopping has evolved and is used to evaluate opportunities to improve customer service, understand training needs of the service frontliners and recognize the strengths the employees have.
What mystery shopping is not:
While some may think of mystery shopping as an audit or policing employees, the truth is, it is not meant to find fault in people. Though service and experience gaps will be exposed, it is for the organization to recognize opportunities to support its people. SatisFIND believes that if businesses will take care of its employees, they will in turn take care of their customers. Everyone wins in the end!
Qualities of a SatisFIND mystery shopper:
We don’t ask our mystery shoppers to do something out of the ordinary and beyond what a customer would normally do. Anyone wanting to help improve customer service, can observe well, have an eye for detail, remember things well, reliable, fair and can express observations well in writing, would make a great SatisFIND mystery shopper.
But what really matters at SatisFIND is the attitude of our mystery shoppers. Mutual respect and trust are values we have always believed in when working with our mystery shoppers. We appreciate mystery shoppers who thoroughly read and follow instructions well, as all information needed by the mystery shopper is provided in the project brief we provide. A complete understanding of the project brief and a review of the questionnaire before conducting the assignment will prevent you from missing out on an important item during your evaluation.
A SatisFIND Mystery Shopper’s responsibility:
While mystery shopping is fun and seen as a unique way of providing feedback to people who can make differences in an organization for the better, we take your mystery shopping reports very seriously. Real businesses and real people’s lives are affected with every report submitted by our mystery shoppers. The only thing we ask from our mystery shoppers who accept an assignment with us is to follow the instructions and timeline with a sense of commitment and responsibility. There will be many opportunities to work with SatisFIND, if you are not yet sure of your schedule, please do not block off a slot and reserve an assignment you cannot commit to conducting yet. We would like to give all our shoppers the opportunity to experience mystery shopping. We believe in the power of effective feedback.
What to expect from SatisFIND:
SatisFIND matches on-going projects with the customer profile of our shoppers. When you are matched with a project, you will receive an email inviting you to participate. Information about the project will be provided, such as guidelines, timeline, compensation and access to the questionnaire to be submitted after your mystery shopping visit. Compensation varies per project. Some projects provide a flat token fee, some provide a reimbursable purchase allowance for products bought or food consumed.
Accepting a mystery shopping assignment with SatisFIND will always be your choice and decision to make. Should you find the project interesting and worth your time and effort, you may respond by reserving for a slot for a branch near you. You will have to commit to a date and time you can conduct the assignment within the period provided for a particular project. The report must be submitted within 24 hours from the time you completed the assignment. It is most effective when we submit the feedback as soon as we can so it is fresh from our memory.
Founded by Michelle Perez Patel in 2005 in the Philippines, SatisFIND provides in-depth mystery shopping and customer experience solutions to various organizations. SatisFIND currently has offices in the Philippines, Singapore and India.
The Philippine Retailers Association (PRA) has conducted the 44th Retail Excellence (Retail EXL) Seminar, giving the attendees a “crash course” on planning and designing a successful Mystery Shopping program for their company, last January 23, 2019.
SatisFIND founder Michelle Patel during the 44th Retail EXL
The seminar, held at the Joy-Nostalg Hotel and Suites Manila in Pasig City was facilitated by Mystery Shopping and Customer Insighting expert Michelle Patel.
During the seminar, she explained to the attendees that Mystery shopping is more relevant today because companies need actionable insights and data to be competitive, to innovate and increase engagement.
She gave a lively discussion on the benefits of Mystery Shopping for both online and offline stores, as well as debunked misconceptions on mystery shopping such as that it is not an audit and not meant to find fault in people.
“It is our job to give them (customers) a consistent brand experience. Strong brands stay in business because they are committed to it,” she told the attendees.
“To mystery shop is to be proactive, instead of staying reactive. You take action before the problem escalates. You avoid the blame game because you are in control,” she added.
During the seminar, participants were also given activities to help them understand better mystery shopping by crafting a desired customer experience journey and mapping the employee experience.
Retail EXL is a series of seminars aimed at upgrading and updating the skills and competencies of retailers and helping create a more competitive retail workforce. This is done in partnership with industry experts and experienced trainors. http://www.philretailers.com/
To our Filipino-Chinese Mystery Shoppers and Clients we greet you “Kiong Hee Huat Tsai!”and “Gong Xi Fa Cai!” to our Singaporean Mystery Shoppers and Clients.
Wishing everyone a year of good health and abundance.