Every employer wants to know if they are receiving a positive return on investment (ROI) for their employees. It can be hectic trying to figure this out since the ROI is not tangible or cannot be computed. However, you can determine the contribution of your employees to the overall profit by determining the quality of customer service they offer. How is this possible? Where do you start in determining the quality of customer service your employees give? It starts with introducing a third party who will be disguised as a secret shopper.

Secret shopping is not new in the modern world. It is not meant to spy on your employees but test the quality of services at your store. Secret shoppers are genuine shoppers with experience in reviewing the quality of customer service for numerous shops. You can invest in such a program to keep track of your employees in the workplace. How do secret shoppers help you to keep track of your employees? Here are some of the ways:

They give genuine reviews

A genuine review is unbiased which means it gives a true reflection of the experience in your store. The reviews will help you know what your employees are doing and how other customers, think of the customer service they offer. Most normal customers will not give genuine reviews due tor one reason or the other. However, secret shoppers provide an honest and professional review. They are specialized in secret shopping and thus, know what needs improving to retain customers.

They weed out unproductive employees

Unproductive employees are not only costly but can repel serious customers. You can learn the behavior of your employees with the help of secret shoppers. For example, if an employee is rude to your customers, they are a liability and thus you have to get rid of them before they drive away customers. You can get this from mystery shoppers. It provides a platform where you evaluate your employees without having to set up surveillance in your store.

They help improve customer-employee relationship

Employees will know what to do to improve the services they offer to customers. Service delivery is key if you want to compete with other stores. Secret shopping offers a reliable solution to poor customer service. Once the secret shoppers have discovered weaknesses in your customer service, you can use those bad reviews to improve the service delivery. It will thus constitute to an improved customer-employee relationship. When such a relationship exists, then you can expect more clients to shop in your store.

Employees become more productive

The work of secret shoppers is to criticize the system you already have in place. They keenly evaluate and check all gaps in your customer service to help you seal those holes and improve the service for your customers. Employees can learn from this and advance. You can review the measures you have set in place and give your employees directions on how to serve customers. The mystery shoppers can, therefore, come in again to evaluate whether your employees are using the new measures for improved customer service.

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