Today, especially at the market of goods and service where competition is really high, customer service is often the source of competitive advantages among companies. Tom Peters, one of the most known management gurus said: “What gets measured, gets done”.
And that exactly is the reason why customer service (as well as everything else) is supposed to be measured – in order to increase it. Level of customer service is measured with mystery shopping – a tool/research where mystery shoppers are used.
Ovaj post je dostupan i na: Croatian