
A secret customer is a person which at any time can come to the shop, the factory or the different work place. Such a person is using services of the company or he is doing the shopping in the meantime carrying observation on and saving applications. In this way examining the quality follows of service of the consumer - during ordinary visits in the company the secret customer is checking a few essential points which should be fulfilled so that the company has the prominence relating to the competition. The examination is bringing numerous temporary and even more numerous benefits long-term, of the future.
The examination follows with the approval of the company, so all his aspects earlier are established. It isn't obvious whom the secret customer will be and when he will appear but very awareness of the possibility of his visit already influences to workers. Working persons in the customer service department are demonstrating the greater patience, they are more courteous, more willingly they are helping to solve complicated problems. An entire company is called up: workers and the management, everyone want to fall out like best - because of that the corporate image is being improved. Examinations last through certain period of time, so effects are usually showing themselves to be long-lasting and helpful in building good relations between the company and customers. In accordance with the needs, which means that according to conclusions of the observer, in the company a way of the customer service is changing, promotional, complaints procedures are being corrected; everything what didn't appeal to the visiting person is written and presented in the form of conclusions. With such material it is easy to work since conclusions from observation are backed up with examples, observers are making available also ways concerning possible action, being supposed to serve for improvement in the situation. Specialist agencies, in which at any time it is possible to propose desire for participating in the examination are dealing with such a help of companies.



