Many mystery shoppers wear hoods

Is mystery shopping a handy tool for monitoring and improving a company’s customer service or an insidious program aimed at scaring workers into decorous behaviour?

Have you ever been mystery shopped? That’s when someone interacts with you in your place of work either over the phone or in person, pretending to be a customer or potential client. They’re usually acting on behalf of your employer, in most cases through a specialist firm. They report back on things like your phone voice, whether you had Vegemite in the corners of your mouth, your odour and your overall manner.
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