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Service Excellence - Improving the Customer Experience

HOST1033
Closed
Main contact
George Brown College
George Brown College
Toronto, Ontario, Canada
Jordan Shuler
Jordan Shuler
Professor
2
Timeline
  • March 2, 2020
    Experience start
  • January 15, 2020
    Project Scope Meeting
  • April 18, 2020
    Experience end
Experience
3/5 project matches
Dates set by experience
Preferred companies
Anywhere
Any
Retail, Food & beverage, Entertainment, Hospitality, Apparel & fashion, Consumer goods & services, Travel & tourism, Cosmetics & beauty, Liquor, wine & spirits, Sports & fitness

Experience scope

Categories
Leadership Organizational structure Market research Hospitality, tourism & culinary arts
Skills
competitive analysis communication
Student goals and capabilities

Does your business rely on offering quality customer service? Would you like an unbiased assessment of that service?

Are you interested to gain insight as to what Millennials and Gen Z'ers are looking for when they dine, shop and travel?

This project involves George Brown College students visiting your business, as mystery shoppers, to conduct unbiased assessments and reviews of services and/or products.

Students

Students
Undergraduate
Any level
40 students
Project
15 hours per student
Students self-assign
Teams of 2
Expected outcomes and deliverables

1. A report which will include unbiased assessments of customer service, insights into the customer experience and reviews of any related products.

2. Recommendations on how to improve the customer experience.

Project timeline
  • March 2, 2020
    Experience start
  • January 15, 2020
    Project Scope Meeting
  • April 18, 2020
    Experience end

Project examples

Requirements

Students will visit your business or website, as mystery shoppers.

They will observe details including merchandising, ambiance and impressions that contribute to the overall guest experience. The students will also interact with staff, analyzing their product knowledge, engagement and sales techniques.

Students will then generate a thorough report on their experience to be submitted to the business and provide recommendations on how to improve the customer experience.

Using students as mystery shoppers can help your business:

  • Increase revenue through improvements to customer service systems.
  • Gain valuable insight from an outside perspective.
  • Ensure employee integrity.
  • Repair shortcomings in the customer service experience.
  • Motivate employees to improve customer service, knowing mystery shoppers will visit unexpectedly.

Additional company criteria

Companies must answer the following questions to submit a match request to this experience:

  • Q1 - Checkbox
  • Q2 - Checkbox