Mystery Shop
I just got a memo from my AT&T RAE that the AT&T Local Dealer channel has discontinued the Mystery Shop program effective 12/31/07.
Can I get a halellujah or an amen?!? Maybe even an it's about freakin time??
Can I get a halellujah or an amen?!? Maybe even an it's about freakin time??
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Mkt 35, NC/SC. The memo does not state that the program will be discontinued in specific markets, only that the Dealer channel (which I assume includes all markets) has discontinued the Mystery Shop program. It's possible your RAE doesnt want you know that information so that everyone continues to perform up to Mystery Shopper standards.
The memo further states that AT&T will provide a new retail experience measurement in mid/late 2008. Until that time, it looks like performance will be measured by on the spot observations conducted by RAE's.
The memo further states that AT&T will provide a new retail experience measurement in mid/late 2008. Until that time, it looks like performance will be measured by on the spot observations conducted by RAE's.
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All reps hate mystery shopping and all companies need it. Depends on your perspective but if you want a business to run effectively it starts with how your employees treat their customers.
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I agree with your second sentence, but not your first.
How employees treat customers is in fact critical to the success of a business, no doubt about that.
I disagree however that all companies need mystery shopping. I believe that the mystery shop program AT&T was using did not accurately judge how customers were being treated. It was more of a general test to try to pass a score, rather than an attempt to meet the individual customer's needs. I believe a mystery shop program has some usefulness, but as the program was being used by Cingular/AT&T, it needed to be scrapped. And thankfully, AT&T sees it the same way.
How employees treat customers is in fact critical to the success of a business, no doubt about that.
I disagree however that all companies need mystery shopping. I believe that the mystery shop program AT&T was using did not accurately judge how customers were being treated. It was more of a general test to try to pass a score, rather than an attempt to meet the individual customer's needs. I believe a mystery shop program has some usefulness, but as the program was being used by Cingular/AT&T, it needed to be scrapped. And thankfully, AT&T sees it the same way.
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UOQuack said:
I agree with your second sentence, but not your first.
How employees treat customers is in fact critical to the success of a business, no doubt about that.
I disagree however that all companies need mystery shopping. I believe that the mystery shop program AT&T was using did not accurately judge how customers were being treated. It was more of a general test to try to pass a score, rather than an attempt to meet the individual customer's needs. I believe a mystery shop program has some usefulness, but as the program was being used by Cingular/AT&T, it needed to be scrapped. And thankfully, AT&T sees it the same way.
For that matter, mystery shopping in which reps are graded on anal-...
(continues)
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The mystery shop program was discontinued in COR stores a while ago...
How it works now:
10 random customers that were at your store per week get calls to do a survey based on their experience. It's still not perfect, but hellava lot better than the mystery shop, and it gives a broader picture for the store.
How it works now:
10 random customers that were at your store per week get calls to do a survey based on their experience. It's still not perfect, but hellava lot better than the mystery shop, and it gives a broader picture for the store.
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I will assure that will be far worse then paid shoppers. Customers are already suspect when they walk into a Wireless store.
Because they are not tech savvy and know they can be easily duped in their minds and are on the defensive. Much like going car shopping.
There is a lot of information to process in a short period of time and a lot of numbers to crunch, not to mention the junk fees which will be a surprise to them.
Suncom is the only carrier I am aware of that quotes the exact price you will pay. IF I were a sales person I would rather deal with the known Mystery Shopper tactics then the variety of personalities being quizzed on their experience.
Because they are not tech savvy and know they can be easily duped in their minds and are on the defensive. Much like going car shopping.
There is a lot of information to process in a short period of time and a lot of numbers to crunch, not to mention the junk fees which will be a surprise to them.
Suncom is the only carrier I am aware of that quotes the exact price you will pay. IF I were a sales person I would rather deal with the known Mystery Shopper tactics then the variety of personalities being quizzed on their experience.
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if you check the WSA you will get a very close summary of fees you will pay. we give them out to every customer. the only thing that screws it up is the convoluted way ATT prints up your first bill. very confusing to a new customer.
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I find it quite hilarious that you can act so high and mighty yet be so wrong on so many topics.
AT&T has a Customer Service Summary (CSS) that prints out with every customer when any changes are made to their account. It tells you exactly the cost you should pay each month for your service.
And if, as a sales rep, you do your job right you should have nothing to fear from a customer survey. If you take your time and truly educate your customer they will not fear the unknown. They will understand they have a professional available to help them resolve any issues in the future. If you are rushed as a sales rep then your survey results will reflect that.
AT&T has a Customer Service Summary (CSS) that prints out with every customer when any changes are made to their account. It tells you exactly the cost you should pay each month for your service.
And if, as a sales rep, you do your job right you should have nothing to fear from a customer survey. If you take your time and truly educate your customer they will not fear the unknown. They will understand they have a professional available to help them resolve any issues in the future. If you are rushed as a sales rep then your survey results will reflect that.
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texaswireless said:
I find it quite hilarious that you can act so high and mighty yet be so wrong on so many topics.
It's a security measure that authenticates his identity. If he's right about something, we know that an imposter is posting under his name.
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True, I guess I should have said all reps hate it but companies need to at least keep an eye on things. Mystery shops are stupid, they want you to force every single phone, add-on, & accessory down the throats of customers who don't want it. It has a reverse effect most of the time.
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The mystery shop program was bad because it wad severely flawed and lacked credibility. It had no teeth so there was no legal way to use it as a real enforcement tool.
I can't tell you how many times I had comments that contridicted the score for my team members (i.e. "The rep showed me memory cards and bluetooth headsets that fit my needs" then they would be marked down for not showing at least 2 accessories).
I also lost all faith when for the 3rd time I was shopped by the same lady when I was helping on the floor. I nailed the shop and did it by the book (which in my opinion is NOT a good way to sell) yet she still gave me a 90. Funny thing was she gave me a 90 the two previous shops, marked me down for the EXACT same things and ...
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I can't tell you how many times I had comments that contridicted the score for my team members (i.e. "The rep showed me memory cards and bluetooth headsets that fit my needs" then they would be marked down for not showing at least 2 accessories).
I also lost all faith when for the 3rd time I was shopped by the same lady when I was helping on the floor. I nailed the shop and did it by the book (which in my opinion is NOT a good way to sell) yet she still gave me a 90. Funny thing was she gave me a 90 the two previous shops, marked me down for the EXACT same things and ...
(continues)
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Oh I hear ya, we've all got horror stories about mystery shops.
My personal belief is it could be a valuable component of an overall evaluation program, but to use it as the sole determining factor of who is providing good customer service just wasnt working.
So here's a question for those still paying attention to this thread: what is the lowest score you've ever received, or seen a co-worker receive? I've personally only been shopped once in four years, and I got a 90. The worst score I ever saw was a 23%, and that was my boss, the agent principle of a company I used to work for. I fired him on the spot (I wish!).
My personal belief is it could be a valuable component of an overall evaluation program, but to use it as the sole determining factor of who is providing good customer service just wasnt working.
So here's a question for those still paying attention to this thread: what is the lowest score you've ever received, or seen a co-worker receive? I've personally only been shopped once in four years, and I got a 90. The worst score I ever saw was a 23%, and that was my boss, the agent principle of a company I used to work for. I fired him on the spot (I wish!).
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I once got something in the 50's when I opened my first store and was on the floor. My rep just laughed because at the time the market was at $4 per phone in features and my store was at $12
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The 3rd day with my agent company I got a 36%.... Then I got trained and realized that by not offering everything your cutting yourself out of commission, little to say ive never received anything less then 100% after that. Thats over 20 shops in a row...
I know there were some shoppers I forget to demo on, but I make them laugh and have fun in my store so they always give me a 100%... Ahhh the power of personality.
I know there were some shoppers I forget to demo on, but I make them laugh and have fun in my store so they always give me a 100%... Ahhh the power of personality.
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I actually did see a 0 on a mystery shop from a co-worker. He was hung over and just told the customer to go to verizon... I laughed my ass off when he got fired.
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we got a zero once when we had thirty customers and only two of us working and the secret shop walked out and said we didn't have time to help her and never acknowledged her. i'm actually happy she left cause one of us would have wasted and hour for nothing while 30 possible news and upgrades possibly walk. i guess att would rather me get a 100 rather then a few news and ports. 🙂
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