Performance in People - Mystery Shopping


Programme Support Taster Workshop: 5th June 2019, Oxford

Monday 15th April 2019

Performance in People (PiP) is pleased to announce the first Programme Support Taster Workshop of 2019 will be held on Wednesday 5th June 2019 at The Oxford Belfry.

PiP has over 19 years of experience working with world-class brands throughout the UK to improve customer experience. One way PiP does this is by providing robust training and coaching courses that is best used in conjunction with existing mystery shopping programmes.

This high impact taster workshop will introduce organisations to the different training workshops PiP provide, that are designed to support existing mystery shopping programmes.

The core elements within the day include PiP's approach to developing explicit service standards, the award-winning Behavioural Measurement Score® (BMS®) and New Code Continue & Begin® Fast Coaching.

Service Standards Development

In the first part of the workshop, delegates will receive an introduction to how PiP can work with and support organisations in the development of their explicit service standards. Organisations in any sector have an explicit set of processes and behaviour standards spelling out exactly what is expected of employees; employees need to know what is expected of them if they are to work to a given standard.

Delivering Behaviours for Service Excellence

Part two of the workshop introduces the award-winning BMS® that can be used as a measurement tool within video and telephone mystery shopping programmes. PiP will demonstrate how the 6 visual, 4 telephone Behaviours and contributing characteristics can influence a customer experience and potential sales performance. Delegates will learn how to deliver an excellent customer experience, above and beyond ‘process’ and ‘sales’ expectations.

Coaching for Service Excellence

The final part of the workshop is a condensed introduction to the robust Continue & Begin Fast Coaching® methodology. Managers will understand how they can create rapid behavioural change in team members through effective use of language patterns and ego boosting strategies. This coaching course demonstrates how to effectively review and use recorded mystery shopping output as a positive developmental tool.

Spaces are limited on this workshop and we recommend booking early to avoid disappointment. If you would like to find out more information about any part of the workshop, or other methods we can support your customer experience, contact us directly. or 01983 568080.


Mystery Shopping | Training | Audits | Customer Surveys


New Code Continue & Begin Fast Coaching® is a Registered Trademark of Continue and Begin Limited (CBL) licensed by CBL to Performance in People Limited as an authorised and independent reseller of CBL training materials.

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