What’s the true cost of poor retail customer service?

Is poor customer service in retail leading to lower sales in the sector?

The retail sector is one of the most used avenues of customer service worldwide, as customer interaction is more common with staff of the big brands compared to various other industries. Though it’s one of the biggest customer service sectors, companies on the high street seemingly suffer from poor levels of customer service. So, what can be done to combat this and if nothing is done, what effects can it have on the customer service industry? What's this all about the Mystery Shopping?

Retail Maxim currently have Mystery Shopping Jobs available across the country and would like to speak to you if you have an eye for detail.

Big brands on the high street are suffering from customer service woes whilst their online counterparts are enjoying continued growth. What can companies do to ensure survival in an ever fierce battle between the high street giants for customer service dominance? What makes a loyal customer?

Below we give you 4 top reasons to that’ll keep a customer coming back for more, ensuring that a customer stays loyal to your brand.

Be sure to monitor and analyse all forms of customer feedback

Mystery shopping is completely designed around doing just this. Need to monitor how your staff are performing in store? Just how helpful are they to the customers that visit you most? Find out all of this and more through our mystery shopping scheme. We can deliver over 10 different forms of customer service analysis, from video mystery shopping, to phone call analysis, exit surveys and more! It’s the best way to gain an insight into what your loyal customers think of you.

Consistency of information is key

Your customers will often call you for an information query, so be sure that you’re giving them consistent information across the board. There’s no point telling one customer one thing and relaying a different message to another: consistency is key. Your levels of consistency can be monitored by our telephone mystery shoppers. It’s a great way to see how you’re performing!

Give answers in a precise and timely manner

Have you made it easy for your customers to find vital information at the drop of a hat? It’s a good idea to have an FAQ section of your site (pictured) as it will usually answer all of the questions that could be asked by your customers. This will reduce customers calling up your store, so it’s a good way of keeping the communication process open without having to speak with your customers directly.

Multi-channel engagement

Customer service should be available anytime, anywhere, regardless of the platform that it’s being delivered on. Offer a multi channel service to all which allows a wider audience to interact with you!

For more on customer service and mystery shopping jobs, please visit our website.

Mystery Shopping: FAQ

Mystery shopping provokes many questions: what it is to what the minimum age to become a mystery shopper is.

What is a mystery shopper?
Someone who is considered a mystery shopper will pose as a customer, all the while assessing the customer service they are receiving by the company or organisation.

How can I become a mystery shopper?
To apply for the position of a mystery shopper, you can view our criteria and apply for a position: Mystery Shopper Criteria

What does mystery shopping entail?
The role of a mystery shopper can be done via email, website survey, face to face visit or home visit.
It's quite a lengthy list.
What about Telephone Mystery Shopping? Or better Video Mystery Shopping?

What type of person has the ability to become a mystery shopper?
The qualities that are sought out for when looking at potential mystery shoppers are exceptional memory skills, observational and writing skills.
Those who desire to be a mystery shopper must be committed to their work, should be flexible, have the ability to meet deadlines but must be enthusiastic and reliable also.

Can mystery shopping be a full-time profession?
It has yet to be done to make a full living out of a mystery shopper role, as assignments vary with locations and many clients can be specific, as an example, a client may require a female between the ages of 18 and 26 to go to a retail store.
Mystery shopping is perfect for someone who is looking for a side job earning them money.

Are there any disadvantages of becoming a mystery shopper?
There aren't any disadvantages per say, although once as assignment has been set, it must by all means be seen through from start to finish, within the applied deadline.
Work must be done effectively and efficiently - it should never be revealed that you are a mystery shopper if you are suspected to be one.

Is there a minimum age of becoming a mystery shopper?
There is no official age limit for becoming a mystery shopper, although if you are given an assignment and you are under 18, permission will be required from a parent or guardian.

Do I need qualifications to become a mystery shopper?
To become a mystery shopper, you must be able to speak, read and write in English competently and must have exceptional grammar and punctuation skills for reports that will need to be written.
It is also quite beneficial for you to have access to a computer/laptop with internet and email.

For further information on mystery shopping and our services, do not hesitate to visit our website!

What is a Mystery Shopper

 What is a Mystery Shopper and what purpose do they have?

Mystery Shoppers also known as a Mystery Consumer is an individual(s) who are hired by market research companies such as Retail Maxim and others like Watchdog organizations but also can be internal, their key role is to measure the quality of service, gather specific information about products & services as well as check the compliance with regulation.

The obvious role of a mystery shopper is they perform specific tasks such as purchasing

product(s), asking questions about the product or service, registering complaints or behaving in a certain way, and then provide detailed surveys or feedback about their experiences.

 

So what about mystery shoppers today?

Since around 2010 onwards, mystery shopping has become abundant in the medical tourism industry, with healthcare providers and medical facilities using mystery shoppers to asses and improve the customer service experience.

In the United Kingdom mystery shopping is increasingly used in this day and age to provide feedback on customer services provided by local authorities, and other non-profit companies such as housing associations.

To find out more about the criteria to be a mystery shopper or the common FAQs to becoming a mystery shopper then please click one of the two links.

Common FAQs of becoming a Mystery Shopper

Criteria Of a Mystery Shopper