No Mystery Here: Courtesy Counts

March 2006
Convenience Store News;3/27/2006, Vol. 42 Issue 4, p8
Trade Publication
The article focuses on the importance of employee courtesy and employee knowledge for increasing the customer loyalty. According to more than 3,500 mystery shoppers who participated in a customer service trends survey conducted by the Mystery Shopping Providers Association, employee courtesy and employee knowledge were the most important elements to creating a pleasant customer experience, shoppers said their in-store experience with employee courtesy and knowledge was hit-or-miss. The mystery shoppers who took part in the survey spend a combined 90,000 hours per month conducting 65,000 evaluations.


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