Mystery Shopping
Course Overview
Mystery Shopping Training Course in Dubai is a guide for establishing a world-class customer satisfaction roadmap. Your customer satisfaction program is critical for your organization existence and growth.
Goal of Course:
Through this Mystery Shopping training program we will develop a step by step roadmap on how to design, manage, measure and improve the quality of service from customer point of view. We will provide an introduction to caller satisfaction, how to design the survey and how to collect and analyze data for better understanding of factors which will make your customer to be loyal and stay for long.
Also the Mystery Shopping Course program will guide you for best practice on how to manage, measure and monitor the internal quality aspects either it is in face to face interaction or call center environment.
Duration:
1 Day
Language:
English / Arabic
Training Objectives
By the end of the program, participants will be familiar with :
- Understand survey design and fielding
- How to get the voice of your customer?
- Understand the value of surveys
- Understand survey analysis
- Understand the impact factors
- Understand the customer’s and their expectations
- Understand today’s business value models
- Understand the four quadrants improvement matrix
- Understand Challenges of ‘The Customer Service in 21st Century’
- Understand the best practice of customer service and values
- How to create, develop and implement service standards
- Understand the customer service chain
- Understand the art of aligning between internal and external CS metrics
Module Outlines
Module 1: Quality Service – Dimensions and Practices
- Survey Creation Process
- Characteristics of survey questions
- Understand Data collection Methodologies
- Focus groups
- Customer advisory panels
- Critical incident techniques
- Outbound telephone calls surveys
- Inbound telephone calls surveys
Module 2: Service Quality Monitoring
- Survey Analysis
- Attribute performance and Impact
- Quantifying the Value of Customer Satisfaction
- Products / Operational / Services Excellence Models
- Value Excellence Model – contemporary
- Improvement Matrix
Module 3: Service Quality Benchmarking
- Hierarchy of Caller Needs
- The Challenges of 21st Century is not just Service
- What customers value – benefits
- Standards of Service – from Countability to Accountability
- Identifying the Eighteen Communication Factors for top Customer Service
- The customer service chain assessment
- The molding mirror model for alignment between internal and external measurement
Module 4: Customer Satisfaction
- Case studies; process and examples
- Analysis
- Presentation of Case study
- Closure
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
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