Mystery Shopping is one of the methods by which organisations regularly review the way they deliver services.
Mystery shopping tests organisations' customer service standards. It involves the mystery shopper contacting the organisation with a test scenario by email, on the telephone or in person by visiting the organisation.
This module gives residents the skills and knowledge they need in order to assess their landlord using the methods involved, and to contribute meaningfully to discussions around service delivery as part of the continuous improvements process.
Areas Covered:
• What is mystery shopping and why is it done?
• Barriers to customer service provision
• Best value and service improvement
• Role play scenarios
Module delivery
The module is taught by examining mystery shopping case studies, along with group discussion and activities. Learners also take part in a practice mystery shopping excercise.
Time: 10:00-4:30pm
Duration: 1 day
Venue: We will deliver this module for up to 14 of your residents at your premises or ours (The TVH Training Centre, Twickenham. Location and map)
Cost: £882.00
Further information
For more information you can download the full Resident Training Brochure at the foot of this page. if you want to have chat about the course and to book this module, please contact:
Bethany Fennymore or call her on 0208 607 3890.