(1888PressRelease)
March 13, 2007 - The statistics demonstrate that the central reason for a client to leave a company is bad customer service (70%) and only after these come aspects like quality and price.
This well known fact all over the world is just starting to catch the Romanian managers’ attention, as they are afraid to loose the clients in favor of the competition.
Mystery shopping allows companies to track and evaluate the level of customer service, services provided by your employees in real time.
Unsatisfied clients can affect one’s business, and the negative image created by an unprofessional behavior of the workers can have severe consequences in the scales of your business development.
Mentor Pro Market is one step ahead all of this, and is now bringing professional and unique methods to verify the real interaction between clients and employees, customized according to the Romanian market.
What is mystery shopping?
In mystery shopping, Mentor Pro Market sends a shopper to act as a real client and it is trained to check a full scenario of what should happen in this business. He can check a lot of things starting from the greeting of the staff, sales skills, professional behavior, clean environment and products presentation … all according to what the management would like to check and evaluate.
The activity of a company’s employees can be now easily checked with Mentor Pro Market by simply using Mystery shopping services. The benefits from using Mentor Pro Market services involve a real reflection of your customer service, an improvement of the existent methods that you already have in order to keep your clients, a true feedback for your workers and an encouragement for them to work better. Also, it lets you have a comparison image when it comes to your competition.
“It is easy to get full benefits from this process.” says Osnat Peled, the manager of Mentor Pro Market. “actually, what really happens along with this process is that the manager of the business gets a full image of the activity from inside his company and therefore he can proceed in rewarding his employees or working on issues that need changing.
Customer Service is one of those aspects as we live in an era where the image establishes how many clients will remain faithful ones. Romanian clients are very polite and are not used to contest the behavior of the personnel they meet. This is one aspect that mystery shopping wants to change. We offer a revolution in this area.”
In 2006, a few companies from Romania started bringing mystery shopping services into their business. However, the first issues that appeared were the mentality conflicts from Romania.
Therefore, the client is not asking yet for a better service, the workers perceive the mystery shopping process as “spying” on them, there are difficulties in providing feedbacks to the Romanian workers that take it too personal, and also, the fast changeover in local Manpower discourages managers to invest in their workers. Understanding the local mentality is important while creating the right mystery shopping method for your business. Romanian market is still at the beginning phase and there are still many unsettled issues when it comes to client service. What is here not implemented enough is the concept that “the client is our master”, and therefore, Romanian clients are not used to being treated nice and polite.
“Mystery shopping is not similar to spying on your workers. It is a way to make the staff perform at their best and to keep the best relations with the clients.” says Osnat Peled.
Mystery Shopping is professionally handled by the special trained team from Mentor Pro Market.
For more details, visit our site: www.mentorpm.ro
Iulia Pandaru - PR Department
pr ( @ ) mentorpm dot ro
Phone: 021-2113170
Mobile: 0740505647
