Dr. Natasha Gittens and NV GEBE staff at the general meeting last week. (Photo contributed) Dr. Natasha Gittens and NV GEBE staff at the general meeting last week. (Photo contributed)

PHILIPSBURG - SCELL, the University of St. Martin’s School of Continuing Education & Life Long Learning launched their Mystery Shopper Program on May 1, 2016.

The Mystery Shopper program is designed to provide organizations feedback and synchronized data on the type of service their customers are receiving on a daily basis. 

The program is very unique in nature; organizations are shopped (i.e.  Visited) by certified, diverse Mystery Shoppers that is hand selected by SCELL’s Specialized Program Development Department.

All of the shoppers are required to attend a mandatory training certification and are required to sign an oath of confidentiality for every assigned project.  SCELL’s Mystery Shopper Program was designed and written specifically for the Caribbean by Dr. Gittens, SCELL’s Director. 

SCELL was selected by NV GEBE in June of 2016 to conduct a Mystery Shopper Program for (6) departments over a 30 day period.  The goal was to ensure that a level of excellence and consistency of service was prevalent in all the departments.  

Mrs. Arrindell Interim Manager stated that, “the Mystery Shopper Program that SCELL launched for NV GEBE in June of 2016 results were more than I expected.

The SCELL team and its diverse shoppers were professional, detailed and understood our goals and expectations. We received concrete analytical data, organized in an easy to read report with specific details on every interaction the Mystery Shoppers had with NV GEBE valued employees during a variety of dates and times throughout the month of June during high and low peaks.  

This provides us with a clear picture of NV GEBE’s service performance during multiple times of the month.  I highly recommend that organizations on the island contact SCELL and implement this valuable, affordable and results oriented Mystery Shopper Program.”  

Dr. Gittens stated that, “It is very important that progressive, growing organizations have a true pulse on the service they provide to their valued customers and clients.   Consistency and customer appreciation must be a constant in the delivery of all services.”

The Mystery Shopper Program is SCELL’s innovative approach to ensuring  customers are being treated equally at all organizations,  clients and customers alike feel appreciated and welcomed, work teams are fostering a professional demeanor in appearance and language and most importantly customers are getting the service they deserve consistently.   

SCELL has currently been approached by several large organizations on the island and will be conducting additional Mystery Shops over the coming months.

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