Travel Agents

Objective:

To test the lengths that customer service representatives will go to, in order to assist travellers making an international booking

Challenges:

The scenarios involved multiple interactions, some dead end lines of investigation, back outs and last minute ‘pop ups’

Solutions:

AFS used experienced interviewers to test core service values and provided the client with an ability to manage lengthy, multi-stage shops

 

Lexus Car Service Centres

Objective:

To talk to Service Centre departments about a range of car issues and assess the service provided, over the phone

Challenges:

Shopper profiles required a mild emotional display, elevating them to fully test the service

Solutions:

Scenarios were developed over an extended period, on specific car models and tested without the need to book a car in

 

Visa Debit Cards Service

Objective:

To discuss a range of enquiries with the customer service team on the nature and benefits of changes to the Visa Debit Card and contract

Challenges:

Engaging with the customer service team using profiles set up by the client and asking questions about the details and implications of communications that may and may not have been sent

Solutions:

Our mystery shoppers kept the details of the shop and faux account details secure while completing the 30-minute line of enquiry