101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 12
Assurance: Secret Shopper
Assurance is the knowledge and courtesy you show to customers, and your ability to convey trust, confidence, and competence. What is inspirational is not what you do, but what you learn from others. How does your competition demonstrate Assurance? What are other organizations that are recognized for their competence and trust-building skills doing that you may not be doing? We can learn much from those who have mastered the art of Assurance.PURPOSE:
✓ To observe the skills of other organizations in demonstrating Assurance
✓ To involve associates in observing the trust-building skills of other service providers in the organization
✓ To apply these observations to skills development in your organization
TIME: Two meetings—one 10 minutes, another 20 minutes; observation, variable timeDIRECTIONS:
1. Spend a few minutes discussing the businesses that participants believe have mastered the art of demonstrating Assurance. Some examples might include Lands’ End, L.L. Bean, Amazon.com, Starbucks, the Container Store, Wegmans market. Ask about outstanding companies in your industry as well.

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