Mystery Shopper

Natasha begins her training sessions with a Mystery Shopper visit and 2 reports are then submitted:

One: A thorough checklist grading the experience from beginning to end, and providing a percentage score

Two: An observation report detailing and describing the experience, team members interacted with and overall feeling about the service provided

A review meeting is then scheduled with the leadership, to discuss the findings and any other operational issues so that Natasha can complete the unique and useful task of customising the training modules.

The observations and feedback are incorporated into the training series and Natasha utilises them heavily to connect with participants using relevant and real-life examples & scenarios.