The ingredients
THE INGREDIENTS OF THE MODEL
Three ingredients for an effective Mystery Coaching® project: the organization's willingness to keep people who deal with customer relationships at the centre; awareness of the need for mystery monitoring of the service delivered; and interest at all organizational levels in embarking on a path of continuous improvement.
The strong belief that people are the strategic focal point of investments and that service is a crucial variable in one's business.
We rely on our Mystery Coaching® model, with a network of mystery shoppers, coaches and trainers at national and international level. Our research is aimed at public and private organizations that sell goods or services to create service models, gather data on competitors, monitor the effectiveness of training, build indicators of change. Even in executive and business coaching programmes, we integrate bespoke client research (work-related stress measurement, climate surveys, training needs analysis, etc.) with the most modern narrative techniques, to train for effectiveness and concreteness with lightness.
KEYWORDS OF THE MODEL
MYSTERY
In the "Mystery" of Mystery Coaching there are all those methodologies of investigation, measurement and data collection. Specifically, the starting point of every project is the Mystery which, in our approach, is characterised by:
- The UNI 11312 standard
- Bespoke design
- Coaching skills in guiding the exploration of needs
- Execution by professional, qualified and certified staff
A Mystery Shopping/Audit survey offers the customer's perspective on the relationship process (and possibly the sale of a product/service) in an objective form, with data that speaks of human behaviours. For this reason, the external point of view offers a strategic, objective perspective, a mapping of the day-to-day functioning of the service and evidence of the organisational problems that lie behind the service. Undisclosed audit conducted in an unrecognisable manner, having the characteristic of simulating the behaviour and actions of a potential or actual customer of an organisation that delivers services, including any associated products, for the purpose of detecting the quality of the service delivered.
Taken from the UNI 11312-1:2017 standard
COACHING
Coaching is a partnership process aimed at achieving the objectives defined with the coachee and is based on a structured relationship of mutual trust. The professional conduct of the coach facilitates the coachee in improving their skills, through the enhancement and development of their resources.
Taken from the UNI 11601:2015 standard