Observation Techniques - Mystery Shopping Essay

Observation Techniques - Mystery Shopping - Essay Example However, many of the people sold PPI found they were not eligible to claim, others did not understand that purchase of the policy was voluntary, and some did not even realize they had bought the cover (Insley, â€Å"Barclays to settle PPI claims no questions asked â€Å").The number of complaints over the controversial loan insurance has risen by 93% in the first half of the year - and is expected to continue to increase. There has been a level of overcompensation on Simmons Bank’ behalf in respect of communication as a result of this dispute. Simmons Bank has greatly increased its volume of communications to customers via direct mail, phone and emails trying to rebuild customer confidence in the bank and also to win back affected customer’s support. This high volume of communication annoyed customers even further and consequently, resulted in even more complaints being made about the bank. The purpose of the research is to rationalize the best way of communicating an d determine when and how customers prefer to be contacted. Mystery shopping is a technique that is used to evaluate any type of customer interaction and to test anything from product knowledge to customer service/politeness, handling of complaints and the follow-up procedure, refund and exchange procedures and sales skills. The ultimate aim of mystery shopping is to improve customer satisfaction thus increasing sales and customer revenue. This method of research allows an organization to view their product or service from the perspective of the customer or client and accurately identify individual staff’s strengths and weaknesses, as well as organizational strengths and weaknesses. Simmons Bank could benefit from using any one of these methods of mystery shopping and they would all provide useful insight into how Simmons Bank and its employees conduct business. Some questions that physical

Social Influences on Behavior Essay Example | Topics and Well Written Essays - 500 words

Social Influences on Behavior - Essay Example As far as it is impossible for him not to talk on the phone while driving (he works outside the office and thus is to be available and easy of access at all times) there is supposed to be some way to make him more attentive and careful (Knobloch and Solomon 2003). Following the theory of social influences it is possible to say that this behavior is doing dissonance. This behavior is characterized by free choice of actions, no rewards and no excuse. The main focus is on behavior and practical outcomes. This is supposed to be such a principle as negative reinforcement. But Christopher's behavior (if changed) will be difficult to control. So this variant of influence can be used as additional and a kind of a safety net. What is more likely to have its positive effect on Christopher's driving behavior is such principle as respondent conditioning. This principle is supposed to be used in order to establish certain response based on methods developed and described by Ivan Pavlov and his di sciples. There are some possibilities of making Christopher be more careful on the way while talking on his cell-phone. First of all, it is possible to engage his close relatives (and even friends) into the process and ask them to constantly remind Christopher to be careful.