Maximize Service Delivery
Customer-focused service delivery is a key component of the Workforce Innovation and Opportunity Act (WIOA) to ensure that the workforce system designs innovative products and services that are truly responsive to customer needs.
Mystery shopping is a highly effective tool that captures data from client experiences to inform current cultural and operational processes to improve service levels for job seekers and employers. Shops use simple and “real life” scenarios that align with defined scripts for shoppers to follow; coupled with professional training to conduct the “shop” successfully, and a standardized rubric to capture data accurately. The baseline evaluation is then used to design a customized and accredited Customer Service Boot Camp that addresses the key issues uncovered from the mystery shopping analysis.