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When you offer a service such as gas, electricity or water instead of a product to your customers, then your customers base creates your goodwill. If you are into the distribution or supply business of energies, then your customer support must be strong and proactive. However, if you have been receiving complaints of bad customer service or have been losing customers and as result of which, the reputation of your company is getting dented, then you must get to the heart of the problem. Now, being the owner of the company, makes it difficult for you to access where is the exact problem as all your employees will be at their best behaviour in front of you. Therefore, you need the services of a mystery shopper. Mystery shopping companies will provide you with a mystery shopper after discussing your requirements. A mystery shopper will disguise himself or herself as a customer and visit your shop. You will keep getting status reports from the mystery shopper until you have the found the reason for negative feedback. If you have many distribution centres across the city, then it is advisable to choose a well established mystery shopping company. Mystery shopping companies have many mystery shoppers. You will keep getting reports from a mystery shopper who will visit your various branches. Alternatively, if you have found out which branch of your company has been tarnishing your reputation, then you have the option of sending multiple mystery shoppers to find the crux of the problem. A mystery shopper will mention the following points in their review report. Customer Approach A mystery shopper will visit your branch disguised as a new customer and notice how the employees receive him. He or she will ask all the valid questions and observe how accurately the staff answers to the queries. Not only that, a mystery shopper will also interact with other customers and observe how their complaints are being resolved by your staff. Attitude towards customers A mystery shopper can pose as an angry customer at your store. He or she will even throw a tantrum and create tense atmosphere, only to see how your staff defuses the tension and resolves the problem. During this, the mystery shopper will notice if your employee's attitude is serious or indifferent. He or she will also note if the employee is really interested in solving the problem or is unbothered by the customer's issues. The cardinal rule is that a customer is the king and the mystery shopping companieswill be working on that principle to see the reaction of your employees. Mystery shopping companies also encourage the mystery shoppers to recommend a workable solution based on their observations. Office atmosphere If your office is dirty or if it is not open on time, then no customer would like it. A mystery shopper will notice small things such as cleanliness of the store, open and closing timings, response to customers on the phone line. These small observations highlight the larger culture followed in your office and could be a reason why you are losing customers.
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