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Mystery Shopper to Sample Customer Service Standards
West Belfast Traders’ Forum are commissioning a Mystery Shopper to determine the current levels of customer service being delivered by staff in West Belfast retail outlets.
Joe McGivern, of the West Belfast Traders’ Forum, discusses the rationale behind the benchmarking exercise:
“We are very aware of the role which the ‘customer experience’ can play in closing a sale. The customer experience is initiated before an individual even enters a premises. Initial perceptions are formed on the shop frontage, the window display, the signage etc. So impressions exist before the individual even speaks to a sales assistant.
“By commissioning a mystery shopper we hope to benchmark, the current customer experience, against industry standards, with a view to identifying areas that can be improved upon. Given the current economic client that retailers are operating within, it is important that every sale is closed and that customers are satisfied with the sale process as this in turn encourages repeat sales.”
“As the area continues to attract larger numbers of tourists it is important that service delivery is consistently reviewed in order to maximise the potential of businesses operating in the area.”
The Mystery shopper exercise will commence over the coming weeks. For further information on the West Belfast Traders’ Forum contact 02890 809202
