Surprising Secrets of Mystery Shoppers

Anne M. Obarski
Word Association Publishers (2004)
ISBN 1932205888
Reviewed by Stephanie Rollins for Reader Views (7/06)

“Surprising Secrets of Mystery Shoppers”reveals what we already know:  customers rarely feel that they are valued.  Obarski reminisces about the customer service of her youth.  She tells of walking into stores, and the staff says “hello”, and they call you by your name. 

Obarski explains that good customer service begins with those on the front lines of retail, such as the cashiers.  She explains the importance of customer service:  “Three out of four customers leave a store because of impolite, inattentive salespeople.”   She also explains that it is the responsibility of the manager to make sure that the employees are well-trained in providing customer service.  Chapter 7 humorously describes different personalities and how to meet the needs of these different types of people.
 
Throughout the book, Obarski stresses the importance of employee attitude and awareness and the knowledge about the audience (market).  The conclusion gives ten ways to ensure customer satisfaction.

“Surprising Secrets of Mystery Shoppers”is an entertaining coaching tool.  It is well-written in a conversational style.  It is filled with tips that are useful to people in all levels of retail.  Managers and business owners should purchase “Surprising Secrets of Mystery Shoppers”; it is filled with ideas to improve customer service.

Make comment on weblog

but this book button