Let's go shopping

Moloney, Karen
May 2007
People Management;5/17/2007, Vol. 13 Issue 10, p42
The author reflects on mystery shopping, the practice of testing services as a customer. She describes an incident which allowed her to experience the receiving end of services. She suggests ways to test a human resource (HR) system, which include informing HR that one has changed his name, address and bank details, and telling HR that everything must be changed back again. She emphasizes the convenience of asking customers about their HR experiences.


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