Thread: What a horrible job
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Unread 12 Jul 2006, 11:47   #19
Tomkat
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Re: What a horrible job
No, T+F is right.

Our Mystery Shopper had a whole load of different sections on his "marksheet" (which we were allowed to see after he/she'd finished).

The "phone" section, for example, required you to say "Good morning/afternoon/evening, Odeon Jersey, Tom speaking, how may I help you?"

If you deviated at all from this (there was 1 point for each of the 4 bits there - so 1 point for saying "Odeon Jersey", another for "Tom speaking" etc) you lost points.

The "concessions" section involved us having to try to upsell everything and make the consumer aware of all special offers on with popcorn and stuff, even if they didn't really want to know.

There was a list of things you had to do exactly and if you didn't do them, you lost points.

It wasn't just about giving a decent level of service, as that's subjective and hard to quantify.
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