The topic of the month is mystery shopping, known to some as secret shopping. While many perceive mystery shopping as a practice involving retail specific organizations, the idea of mystery shopping has transformed into a practice that allows for many types of industries to take advantage of the service gauging technique. In this episode of Stepping Up Service, join your hosts Alan Jackson and Ed Gagnon as they discuss the practice of mystery shopping and how it can aid in stepping up your service. For more information about Ed Gagnon and Customer Service Solutions, visit www.cssamerica.com, and for information about Alan Jackson and the Jackson Group, visit www.thejacksongroup.com Running Time: 54 Minutes

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