How To Develop Mystery Shopping Program - excellence.asia

How To Develop Mystery Shopping Program

NEXT By Excellence.asia

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Course Fee (IDR)

IDR 800.000

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  • Course Type

    Public

  • Course Duration

    8

  • Course Location

    Kota Administrasi Jakarta Pusat

  • Course Max Participant

    15

  • Course Address

    IBIS Budget Hotel Cikini, Jl. Cikini Raya No 75, Jakarta Pusat

  • Course Date & Time

    06 September 2018 09:00

Course Description

Course Summary

 

 

NEXT by excellence.asia

How to Develop Mystery Shopping Program to Measure Service Performance in Your Company

Thu, 6 September 2018 (09.00 - 17.00 WIB)

 


Location:

Ibis Budget Hotel Cikini, Jl. Cikini Raya No.75, Jakarta Pusat

 

Trainer:

Reny Santoso (CEO & Founder at Morrigan Service)

Reny has more than 8 years experience in marketing research, both Quantitative and Qualitative Research.


Her experiences vary from mystery shopping, consumer behavior, market analysis, service blueprint; from the private company and BUMN, such as banking, telecommunication, automotive, retail, general & life insurance, electronics, smartphone, F&B, and FMCG.

 

Investment:

IDR 800.000 /participant

(including material, certificate, coffee break, and lunch)

EARLY BIRD PRICE : IDR 700.000 /participant (until 1 Sep 2018)

 

About NEXT by excellence.asia

NEXT by excellence.asia is an affordable corporate training program on popular topics with hands-on learning led by experienced trainers.

Maximum Participant

15 Participants

Course Language

Indonesia

Course Core Competencies

Planning and Initiative, Sharing of Expertise

At the end of this course, participants will be able to…

 

 

Learn how to conduct Mystery Shopping program to measure service performance in your company

Who should take this course? Who should not?

 

 

Service Quality Manager, Customer Service Manager, Customer Relationship Manager, and other position related to the Customer and Service.

What participants will need to know or do before joining this course?

 

 

Passion for Service

Course Methods

-

Course Content

    Day 1
  • Lecture 1

    Introduction to Service Excellence
  • Lecture 2

    Quantitative vs Qualitative Research
  • Lecture 3

    What is Mystery Shopping (MS)
  • Lecture 4

    Steps to Implement MS Program
  • Lecture 5

    How to Approach People for MS
  • Lecture 6

    Getting Familiar with MS Instrument
  • Lecture 7

    Setting KPI for MS Program
  • Lecture 8

    Quality Control in MS
  • Lecture 9

    Analyzing the Result for Improvement
  • Lecture 10

    Follow up on the Result

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