Face-to-Face5 DAYS2026-10-10
ISO 37301 Lead Implementer
Design and implement an ISO 37301 compliance management system from obligations to assurance.
Design and execute mystery shopping programs that evaluate and improve customer service quality.
Mystery Shopper Program Course
This two-day course teaches you to design and implement mystery shopping programs that objectively measure customer service quality. You will learn evaluation criteria design, shopper recruitment and training, data collection, and analysis. Upon completion, you can establish mystery shopping programs that identify service gaps and drive improvement.
What You Will Learn
By completing this course, you will be able to:
- Design mystery shopping evaluation criteria aligned to brand standards and customer expectations.
- Develop mystery shopper recruitment, training, and management programs.
- Create standardized mystery shopping forms and data collection protocols.
- Analyze mystery shopping results to identify service strengths and improvement areas.
- Implement action plans to address service gaps identified through mystery shopping.
Program Modules
Understand mystery shopping as a customer service evaluation methodology and how it drives quality improvement.
Design evaluation criteria that align to brand standards and measure what customers experience.
Recruit, train, and manage mystery shoppers to ensure consistent, reliable evaluations.
Establish processes for collecting mystery shopping data and analyzing results for actionable insights.
Implement mystery shopping programs and drive organizational response to findings.
Common questions about Mystery Shopper Program Course course.
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