Gofal Mystery Customer Scheme
The ‘Gofal’ Mystery Customer Scheme is a new initiative set up by Gallu to help businesses develop and improve customer care within their business.
The Mystery Visit will concentrate on the Customer Care you offer your guests and will look at the service you and your staff offer.
The cost of the Mystery Visit is £75 which includes the visit, report and one to one consultation to discuss the findings.
A consultant will contact you to discuss your needs, then a Mystery Customer visit will be carried out at you business. You can decide whether or not you wish to be informed in advance of the date the visit will take place.
The Welsh countryside is as beautiful as its people.
Ted Johns
Chairman of the Institute of Customer Service
After the visit you will receive a feedback form outlining the consultant's findings. You will then have a visit from the consultant to discuss the findings and future recommendations for improvement.
If as a result of the recommendations from the consultant you decide to attend customer care courses Gallu will be able to arrange these for your business.
Soon after the visit we will send you an evaluation form asking for your feedback on the Mystery Customer visit and also what Gallu can do to help you in the future.
A second 'tick list' evaluation form will be sent to you three months after the visit to find out how your business has implemented the recommendations given by the consultant and also to evaluate the Gallu customer care training you have undertaken as a result of the Mystery Customer experience.
If you wish to take part in 'Gofal' , please complete the following form:-
Wherever I went in South West Wales I’ve always had positive customer experiences, whether from shops, restaurants or hotels – and even from taxi-drivers, who are not normally noted for their courteous and helpful behaviour, certainly in the area where I normally live (north Hampshire).
Ted Johns
Chairman of the Institute of Customer Service
Tourism is an ever changing industry, visitors to the county expect a high standard of customer service. As we promoted our Information outlets we needed to ensure that this standard was being provided. Using a mystery customer helped us carry out an audit of our centres and the Customer Service operation they offered.
From this mystery customer we can now identify where our training needs are. The Mystery customer was carried out efficiently and effectively, with a good feedback delivered.
Hywel Davies
Tourism and Marketing Development Officer
Carmarthenshire County Council
|
|