Shopper Services
At CSE, we view shoppers as Customer Service Evaluators (CSEvaluators) that evaluate the entire service experience, how it relates to employee performance and customer satisfaction. Your evaluations are used as a foundation to pinpoint problem areas and highlight those areas that can be praised and reinforced. CSEvaluators (Mystery Shoppers) serve an extremely vital role in our process.
Evaluator Quality
There is no secret about our evaluators. Mystery shop results are only as good as the evaluators who conduct them, and Customer Service Experts, Inc. takes pride in its stringent screening, recruiting and scheduling methods, ensuring professional and objective feedback for optimal results.
CSEvaluators: Knowledgeable. Professional. Well-Informed. Positive Attitude. Detail Oriented.
Knowledgeable
In order to be considered for a service evaluation assignment with Customer Service Experts, Inc., we require excellent writing skills, great attention to detail and facts as well as computer skills. All evaluators must provide a writing sample with their application. All CSEvaluators are required to have Internet access for efficient and timely communication and scheduling.
Professional
In order to maximize our network of professional evaluators, Customer Service Experts, Inc. assigns each and every CSEvaluator directly from a variety of sources and maintains a nationwide database. We know our CSEvaluators from the start, and continue a strong working relationship with them so that we can provide objective, professional and credible evaluation results.
Well-Informed
Preparing CSEvaluators is a continual process — we guide our CSEvaluators' performance and provide feedback regularly to maintain a consistent level of quality results. We communicate program objectives and special requests to every CSEvaluator and test their knowledge to ensure accuracy.
Positive Attitude
CSEvaluators focus on a "balanced approach", looking for areas that deserve recognition as well as areas that need improvement. A positive demeanor while conducting shops as well as a positive view and writing style is required of every CSEvaluator.
Detail-Oriented
Since we are a training based company, detailed evaluations are key for pin-pointing areas of development and recognition for our clients. CSEvaluators are asked to provide a detailed account of their experience from when they enter the establishment to when they leave.
ShopLine
For select assignments, a 24-hour CSE ShopLine is provided for evaluators who have an urgent question or who may need immediate support in completing their evaluation. On-call CSE staff can be reached at anytime during scheduled shopping; including evenings and weekends, and will respond to the evaluator within 30 minutes or less. This system has proven to be effective in verifying details of the assignment, alerting CSE of any urgent operational issues and ensures constant communication with our evaluators.