The Mystery Client projects, focusing on the various customer interaction channels (face-to-face, telephone, e-mail, webchat and social media) allow us to identify capabilities and critical points, advantages and threats in terms of the service provided.
These projects clearly define the stress points that influence the B2C relationship, being able to explore it, using simulated scenarios that provide detailed information on what matters most to those whose mission is to think every day about the relationship with the customer.
This methodology also makes it possible to diagnose training needs, the impact of the given training, and improvement points in the organisation, services or Customer Services.
