mMS Advantage
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mMS helps business managers customize a strategy for customer service management. Every company has different needs, so every strategy developed by mMS is unique.
Transcript of mMS Advantage
ADVANTAGE
CUSTOM DESIGNED PROGRAMS
mMS helps business managers customize a strategy for customer service management. Every company has different needs, so every strategy developed by mMS is unique.
PROGRAM IMPLEMENTATION
Due to our large volume of regular mystery shopping commitments, mMS maintains its own national mystery shopping network. As a result, mMS has 100% control over the quality and the timing of the work
mMS has a vast database of mystery shoppers throughout the country. It is therefore easy to rotate shoppers to ensure that each location is viewed with a fresh set of eyes
PREPAIRING FOR THE ‘ SHOP ’ Shoppers prepare in advance for their mystery shopping
assignment by reviewing detailed specifications about each client’s needs. The custom-designed mystery shopping forms, address those issues that are particularly important to the client in the format that is easy for both shopper and client to understand.
Armed with information about the business, the mystery shopper visits the client’s locations. Simulating a normal customer experience, the mystery shopper pays careful attention to every detail of the visit, from the cleanliness of the store to the friendliness of the employees, their sales ability and their product knowledge.
PROJECT GUIDELINES
Detailed Operational Guidelines for field Supervisors and mystery shoppers are developed by mMS. This also ensures that the client has detailed knowledge of the Training and mystery shopping process.
EXCEPTIONAL REPORTING
Because of our breadth of experience conducting quantitative research assignments, we develop customized reports to longitudinally track and analyzethe mystery shopping guidelines. The result is understandable data and actionable recommendations.
UTILISING REPORT INFORMATIONThe original mystery shop reports are transmitted to the client, along with quantitative analysis, if desired. This transmission can be either electronic or bymail. Clients use the information in a variety of ways,including measuring training, identifying deficienciesand rewarding exemplary employees. Both the mystery Shopping reports and the data roll-ups become a key Piece of the company’s customer service management strategies.
TRAINING
- All Supervisors and mystery shoppers go through levels of training.
- First, they are trained on the general principles and best practices of mystery shopping.
- Second, for each assignment or wave of mystery shopping research, they receive project specific training.
-Training includes role-playing and prompting on various scenarios which may occur during the mystery shop.
- mMS shoppers do not “go-live” until they are fully briefedand meet our standards.
SHOPPERS
- mMS shoppers are mature, reliable, detail oriented people with experience in customer service.
- They have a critical eye for detail, an excellent memory, a proven ability to follow instructions, business background.
- All our shoppers are at least graduates and quite a few of them are post graduate
mMS QUALITY
Before mystery shopping reports are transmitted To the client, each one is carefully reviewed by our Quality Assurance Team to ensure that the shoppers has addressed all of the issues important to the client.
mMSCASE STUDIES
Background : Seven Computer Training institutes merged to form one company but theconsolidation failed to unite the different culturesAnd style of doing business at the various locationsresulting in poor customer satisfaction surveys.
Objectives : To merge cultures into one service philosophy and one medical practice.
Results : Independent customer service studies showed improvement following an eight-month campaign of mystery shopping analysis and training programsdesigned for management and employees.
Client Objective : A travel company had the following objectives-- To establish company best practice through key performance indicator- To evaluate current level of service and ability of individuals from the sales
teams through a programme of telephonic mystery shopping.- To compare current sales and service levels against agreed measures- To identify opportunities for development through training workshops- To build confidence, motivation and enthusiastic sales team that will
consistently exceed targets contributing to personal satisfaction and growth in organisational market share.
Action :- The mystery calls were recorded to laptop computer and then replayed In the follow up workshops. Delegates were encouraged to give each other
feedback and identify examples of excellent service and sales ability, as well as areas for improvement.
- The whole exercise was incredibly positive once everyone had recovered from the initial shock of hearing themselves on tape. This process will be repeated every month throughout 2004.
Results : Since the beginning of the mystery shopping programme in Jun 2003 the travel
company has seen a steady improvement in their conversion level and average profit per booking.
mMSKEY CLIENTS
Hewlett Packard Microsoft All India Association of Industries Young Entrepreneurs Society of India Indo German Chambers of Commerce Polaris Software Ogilvy Publicis Philip Morris International
INTERNATIONALJakarta office3rd floor Lina Building,Jln. H.R Rasuna Said Kav. B7,Jakarta - 12920, IndonesiaRaj Sharma : +91 [email protected]
Vietnam office456, 4th Floor, NGUYEN THI MINH KHAI(STR),WARD 5 , DIST 3,Ho Chi Minh, VietnamTel No: +84866518813Raj Sharma : +91 [email protected]
Bangkok office401 S.Group Building1091/153-154 new Petchaburi RoadMakkasan RajtaveeOpp Hotel Bangkok Palace/RamadaBangkok-10400Tel No: +6622555790/6622555791Raj Sharma : +91 [email protected]
Dubai office604 Al Safa MBank Street Bur DubaiDubaiRaj Sharma: +91 [email protected]
INDIACorporate Office12, Ground Floor, Greenfield Mansion,Dr. Raikar Marg, Mahim (West),Mumbai – 400016Maharashtra, INDIATel : Tel No: +91 22 42206364Fax : +91-22-42206364 Ext. 225Raj Sharma : +91 [email protected] Office617 First Floor,6th B Main,Indranagar 2nd Stage,Bangalore – 560038Tel No: +91 80 41739007/41739045;Raj Sharma : +91 [email protected]
New Delhi officeSatyam HouseBalaji Estate,Kalkaji,New Delhi-110019Tel No: +91 11 26411870Raj Sharma : +91 [email protected]
Chennai Office2A/New 3, Singaravelu StreetT-Nagar, Chennai-600017Tel No. +91 44 42604404Raj Sharma : +91 [email protected]
Kolkata office9,Bullygunge TerraceGround Floor, Gol Park,Kolkata-700029Tel No: +91 33 40015939Raj Sharma : +91 [email protected]
Hyderabad officeNo. 3-4-353,Opp Reddy women junior college,Sathyamma college,Barkatpura,Hyderabad-500027Tel No: +91 040 27552251Raj Sharma : +91 [email protected]
Pune office601, 6th floor Rajmahal Apartments,Law College Road, Erandwane,Pune - 411004Tel No: +91 20 30220897 / 98Raj Sharma : +91 [email protected]
Gurgaon officePlot No - 482, 1st Floor,Sector 5, Urban State,Gurgaon (Haryana),Tel No : +91 9322105830,Raj Sharma : +91 [email protected]
Ahmedabad officeBlock 15, Rajpath Row House,Opp. AIS School,Judges Bungalow Road,Bodak Dev, Ahmedabad - 380054Raj Sharma : +91 [email protected]
