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Improving the quality of customer service by using the technique of mystery shopping

Citace:
EGER, L., MIČÍK, M. Improving the quality of customer service by using the technique of mystery shopping. ACC Journal, 2015, roč. 21, č. 2, s. 65-76. ISSN: 1803-9782
Druh: ČLÁNEK
Jazyk publikace: eng
Anglický název: Improving the quality of customer service by using the technique of mystery shopping
Rok vydání: 2015
Autoři: Doc. PaedDr. Ludvík Eger CSc. , Ing. Michal Mičík
Abstrakt EN: This paper deals with the quality of customer service, especially with the importance of customer-oriented communication in selected industries of the Czech Republic. For excellent customer service, organizations must consistently check needs and wishes of their customers and the process of purchasing and working with customers (customer-oriented communication). The purpose of this study was to investigate the level of customer-oriented communication in differently specialized industries in the Czech Republic. The research was conducted in six regions (in small and in large cities/towns), which were chosen to represent level of customer-oriented communication in Czech shops. Research proved that over the last years, there has been a number of positive changes in sales. It also confirmed that in certain areas the communication with customers is better in smaller shops than in larger ones. The results can be of immense significance for the training of future business managers, educating sales force in terms of corporate training and improving the quality of sales.
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