Service Shopper Program

GOAL: To be a key component of a broad, citywide initiative to improving customer service in the City of Miami Beach.

OBJECTIVES:

To help assess how well the City is serving its customers by evaluating service delivery at interface points.

Use program results as a tool for improving customer service to a level that meets the the public's needs and expectations.

Heighten customer service awareness and provide training to employees serving as shoppers.

Program Definition

City employees on loan from various departments (volunteers), Neighborhood Leadership Academy Alumni Association (NLAAA)     members, residents, or others pose as service shoppers of City services.

Three types of service shopping evaluation methods are used to measure and determine service delivery to the public at the point     of service.

Evaluation methods include telephone/recorded message, exit interviews, and in-person shoppings.

Provide department feedback to assist in identifying weaknesses, developing corrective action, and recognizing City employees     who provide exceptional customer service.

Shopping assignments, confidentiality, and conflict of interest:

Assignments are given with general instructions, with shoppers having the flexibility to script their own assignment. Service     Shopper coordinator will provide general assignment information.

Confidentiality is to be maintained at all times. Participants will adhere to strict confidentiality policies.

Conflicts of interest must be reported immediately to ensure the objectivity of all participants and the impartiality of all shoppers.

Working hours:

Telephone online assignments are scheduled in four four-hour increments.

Participants will pre-arrange with their supervisor and Service Shopper coordinator specific dates of participation. While at the     phone bank, no personal calls or outside communication is permitted.

Volunteers will complete a minimum of six telephone shopping assignments per hour, two exit interviews per hour, and
    two in-person interviews per hour.

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