SECRET SHOPPER PROGRAM™  

All businesses want to provide outstanding customer service. But how do you know if you have reached the goal?

Many smart organizations answer that question with a Secret Shopper Program™. Secret Shoppers can help you understand how your customers view your business and provide an objective and insightful look into how your customers are served.    

At Communication Excellence Institute, we offer a unique Secret Shopper Program™ designed for the customized evaluation of any service-based business. By customizing Secret Shopper reports to fit your needs, we ensure that you receive valuable information about how your customers view the service they receive from your company.    

Our Secret Shopper Program™ evaluates your company on two levels. First, we target problem areas that may be keeping your business from achieving its potential, and second, we identify commendable customer service. This approach helps you easily identify areas for additional training, and locate those employees who are already doing an excellent job. Best of all, you will never have to worry about internal biases that often influence training and recognition programs because Secret Shoppers are always objective!    

CEI's Secret Shopper Program™ typically involves three simple steps:

1. An initial consultation aimed at designing a survey customized for your business.
2. The Secret Shopper(s) visit you and evaluate the customer service of your business based on your customized survey.
3. A final report containing recommendations for improving your customer service as well as commendations for a job already well done.

CEI's professional shoppers bring many years of customer service and management experience in corporate world, health professions, and higher education to improving customer service in today's organizations. Our shoppers have "shopped" restaurants, retail stores, amusement parks, banks, help desks, and front offices of many businesses—all the places where the customer meets your business.

CEI's Secret Shopper Program™ is always customized to the unique character of your organization. It can also form part of a total intervention to upgrade your customer service to the world-class level. We can conduct state-of-the-art computerized customer service surveys that can be administered at any time to find out what your customers really think about your level of service.    

Do you want to know how your customers really see your service? Let CEI help you create a world of CUSTOMER DELIGHT!

For more information and pricing on CEI's Secret Shopper Program™, please call the Institute at (800) 410-4CEI (4234) or e-mail us at cei@talk2cei.com.