Today, no one will be surprised with the new term Mystery Shopping – a service that There is in the Ukrainian market of marketing since 2004. Mystery Shopping Methodology is also known as Secret Shopper, Mystery Shopper, Mystery Shopping. Mystery Shopping – effective tool to identify the level of competence and communication skills of company personnel, as well as the level of merchandising in companies related to customer service. The main users of this service are HR – managers, marketers, senior executives of companies. In Western countries, the method is very popular and widely used for many years, but its development in Ukraine has begun recently. This is due to the fact that in the areas of service there have been significant changes: developed modern forms of service; have been actively used and applied by western European standards and technologies; increased service level requirements clients. With the growth of a competitive market, a growing need for objective assessment of the level of customer service. Due to the competitive sales of the company directly depends on the quality of customer service.
K Unfortunately, the modern reality is that most companies have staff work with customers has certain shortcomings, may be born of the traditions of "scoop" of trade, or due to lack of specific standards quality of service, or for some – or any other reason. In most cases, this negative can lead to a drop in customer confidence in the company to reduce its goodwill. For correction, and especially to prevent this situation the development of business, you need to think seriously about the reasons related to customer service, which can lead to negative results.