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由于经济衰退的打击,美国面向大众的服务业已将价格压到最低限度,吸引顾客的唯一途径只有提高服务质量。于是,“老板”欢迎而雇员害怕的“神秘顾客”公司便应运而生。所谓“神秘顾客”即是收取费用的密探。“神秘顾客”公司的客户是面向大众的服务行业,如餐馆、商场、加油站、旅馆等。“神秘顾客”光顾的都是需要改进服务质量的企业。他们秘密揭发不遵守规章制度的服务员,懒散的店员,有偷窃行为的出纳员等等,还检举卫生状况、环境气氛和整体形象不佳的商店、餐馆等。他们象普通顾客一样进出大众服务业,不动声色,只是偷偷做下记录,回办公室后填写一份详细报告。这份报告将送交给管理层。报告中提出的问题会妥善解决,例如服务不周的雇员会被炒鱿鱼。一般的雇员根本分不清谁是“神秘顾客”,谁是普通顾客,压力很大,不得不改进服务。
Due to the economic downturn, the service industry in the United States has reduced the price to the minimum, and the only way to attract customers is to improve service quality. As a result, the “mystery shopper” company that the “boss” welcomed and the employees feared came into being. The so-called “mystery shopper” is a spy for collecting fees. The clients of the “Mystery Customer” company are service industries facing the general public, such as restaurants, shopping malls, gas stations, and hotels. “Mystery shoppers” patronize companies that need to improve service quality. They secretly exposed service attendants who did not comply with the rules and regulations, lazy staff, cashiers who had thefts, etc., and also reported on the health conditions, the environment and the overall poor image of the shops and restaurants. They enter the public service industry as ordinary customers, quietly, but secretly do records, return to the office and fill out a detailed report. This report will be sent to management. Problems raised in the report will be properly resolved. For example, poorly served employees will be fired. The average employee can hardly tell who is the “mysterious customer” and who is an ordinary customer. He has great pressure and has to improve his services.