BUSINESS

Mystery Shopping

Mystery Shopping

Mystery Shopping Service (mystery shopper)

In a consumer environment increasingly complex and demanding, the quality of service has become one of the key factors for success. Mystery Shopping Service (Mystery Shopper) measures and improves the quality of service perceived by the customer. Mystery shopping service covers key aspects of the duty cycle experienced by the client and the critical points in the management of its outlets.

Customer Service.

Encouragement of sale.

Store image.

Control Collection.

Campaigns, promotions, etc.

Lodge services can be applied to all types of business where the professionalism of the "Front - Line Staff" directly impacting customer satisfaction and therefore customer satisfaction and therefore on the competitiveness of the company. Specialized personnel with profile according to the type of business evaluation, made anonymous visits, checking from an objective viewpoint and independent cycle quality of service offered to customers within the parameters previously agreed with the company. Mystery Customer service, with their own methodology and proven experience of Lodge Service, brings practical advantages with excellent investment / benefit (Warner & Tang, 1999, pp. 169):

Increase customer satisfaction.

Improve mood sale of its employees.

Strengthen the loyalty of your business.

Reduce complaints and claims.

These data support the qualitative information presented in reports to measure the direction of the company. The set of information allows staff to convey the strengths and weaknesses in its management, involving them with the objectives of continuous improvement in everything related to customer satisfaction. The high quality of customer service is the key to successful business. What lies at the heart of any successful business, involving staff in close contact with the client? The original idea? Impressive investment? Exclusive products or services? Of course, these factors are among the most important components of success. But if the quality of customer service leaves much to be desired, the competitors must take advantage of it. In today's highly competitive market, ignore this fact - so deliberately condemn your business to a miserable existence. For this reason, quality management customer service - new for Russia, but also actively developing activities of virtually all modern companies, focused on success (Viets, 2007, pp. 321).

Mystery Shoppers in Hospitality Industry

The word hospitality is often used to describe the rather broad field that incorporates lodging, foodservice, leisure, conventions, travel, and attraction. It may also be used descriptively to explain the way in which one person behaves to another. The distinction between hospitality and hospitableness is arguing that the latter refers to authentic kindness and generosity while the former refers to the creation of experiences. They argued that managing this tension between creating the feeling of being at home while simultaneously trying to create an extraordinary experience is a challenge faced by management. It may mean striving for the near impossible who determined that the ideal luxury hospitality experience may involve service beyond that of a mother, and instead requires the services of an 'idealised mother'

Hospitality work, in summary, is complex, challenging, and somewhat contradictory but seems to incorporate both the pleasures and pains of service work with even the demanding aspects ...