Used JKS Mystery Shopping for a detailed mystery shop of all services including theatre ticket booking, complaints and refund procedures.
We delivered bespoke training to Tourist Information staff, looking at both marketing and selling skills, service delivery, product knowledge and agency work.
Leicestershire County Council
Used JKS Mystery Shopping to help develop a customer care charter for the council.
This involved running “Focus Groups” and the collation of information through questionnaires.
Leicestershire Promotions
JKS Mystery Shopping delivered a UK Geography training programme to new TIC staff thus raising their awareness and product knowledge, in particular for their “UK Holiday Shop”
Sudeley Castle
JKS Mystery Shopping carried out detailed surveys of the castle and it’s facilities, reported on accessibility, level of customer service and product knowledge.
Visit Heart of England Tourist Board
JKS Mystery Shopping carried out detailed surveys of 20 Tourist Information Centres in the Heart of England area, looking in particular at the levels of customer care, product knowledge and the quality of information provided.
Also retained as a trainer to deliver both “Welcome Host” and “Welcome Host Plus” as part of the “Welcome to Excellence” package, which delivered training on behalf of Business Link Lincolnshire and Telford and Shropshire Marketing.
Wolverhampton City Council
Used JKS Mystery Shopping for a detailed mystery shop of a cross section of it’s leisure facilities, looking at accessibility, external and internal environments, and the level of service provided by face to face contact, e-mail, telephone and postal.
Client Testimonials
New Vic Theatre
JKS Training undertook two days worth of customer care training sessions with our Front of House Staff.
The content was bespoke to our organisations needs and gave an excellent coverage of all aspects of customer care with concise information and exercises.
The instructor’s knowledge and pace of the training session were key to the staff benefiting and learning in a fun, informal environment.
I highly recommend JKS training to any customer service orientated organisation.
David Sunnuck Front of House Manager
New Vic Theatre
Winners of the Theatrical Management Association
Most Welcoming Theatre Award 2006
Champneys Springs Health Resort
Jo Swatland has carried out a range of training courses on site at Champneys Springs over the last few years covering a range of subjects including customer service, sales and disability awareness. Jo has carried out the courses in a highly professional manner and has managed to balance that with a warm and friendly approach, which has made the training very accessible and not an intimidating experience for those attending.
"Jo has given me some excellent and very useful feedback after training and the feedback received about the training from those who have attended has been very positive"'.
Carol Harvey
Spa Manager
Champneys Springs Health Resort
Dudley Customer Contact Centre
"I have engaged JKS Mystery Shopping on two occasions to undertake Mystery Shopper Exercises on our Visitor Information Centre and our new Council Customer Contact Centre with regard to tourism enquiries. With our Local Authority placing such a high emphasis on access to Council services, the surveys undertaken by Jo and Barry have been invaluable for highlighting our strengths and enabling us to work on our weaknesses, thus improving our service to our customers. "
Penny Russell, Tourism Development Officer, Dudley MBC
Website link www.dudley.gov.uk
Sudeley Castle
"JKS Mystery Shopping undertook mystery shopper surveys at the Castle. The service they provided was excellent. We had bespoke surveys, carried out by experienced mystery shoppers who provided copious amounts of feedback on their visits. It was so useful to obtain objective feedback and enabled us to focus on particular areas whilst confirming our knowledge that our staff provided excellent customer service."
"JKS Mystery Shopping has undertaken two Tourist Information Centre surveys in recent years. I was very pleased with the survey report, contents, structure and presentation. I felt the surveys were both fair and honest and more importantly very useful for improving our service provision."
"Just to let you know that our mystery shopper report which I received a few days ago was superb - It was the best laid out and comprehensive I have seen"
"WNSC used the Mystery shop as a diagnostic for businesses to improve their bottom line. All our beneficiaries found the mystery shopping useful, informative and enlightening enabling positive changes to be made to their business practice which, would make an impact.
We found JKS Mystery Shopping to be very professional, helpful in their service – in fact nothing was too much trouble and we would not hesitate in using them again or recommending them."
Caroline Morris
Walford and North Shropshire College
Link www.wnsc.ac.uk
