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* 1. Mystery Shop Information

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* 2. Kept personal items in view of the customer to a minimum.

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* 3. Stopped all inside conversation (in person/phone) immediately when customer approached?

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* 4. Acknowledged customer promptly?

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* 5. Acknowledged customer pleasantly with a smile?

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* 6. Stood when greeting customer?

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* 7. Greeted customer professionally by saying ''How may I help you?"

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* 8. Introduced her/himself if new customer?

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* 9. Asked for customer's name if new customer?

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* 10. Kept the customer informed if the transaction took longer than 30 seconds or if teller had to leave the window for ANY reason?

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* 11. Answered questions to customer's satisfaction?

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* 12. Avoided negative words/phrases like, "you have to", ''we can't'', and "no"

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* 13. Was empathetic to the customer (verbally and non-verbally) if teller was not able to accommodate the customer?

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* 14. Made referrals to other employees (and told them why) if teller was not able to help?

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* 15. Asked if there were other ways to be of service?

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* 16. Thanked the customer when leaving, using their name?

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* 17. How would you rate the overall customer service experience? (1 star being worst/equivalent to an F; 5 stars being the best/equivalent to A)

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* 18. Please write the details of the shop including specific questions asked, as close to exact conversation as possible.

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* 19. Shop description continued (if additional space is needed to explain all details of the shop.)

T