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  (2017-10-05) SCMP Interview
  (2017-10-05) SCMP Interview [Demand for mystery shoppers rises as banks, shops want better service quality]
  (2017-05-08) Commercial Radio Interview
  Wang Dao Leadership Training Course
  (2016-09-09) Job Market Magazine "Mystery Shoppers"
  (2016-09-14) Recruit Magazine Interview
  (2016-10-7) Management Forum
  (2016-07-14) 【Job Finder】Magazine Interview
  (2016-06-16) Speaking at the Sun Hung Kai Seminar
  (2015-12-19) Mystery Shopper Award
  (2015-6-23) RTHK Channel 5 Program 《有你同行》
  (2015-6-22) Cable TV Special News Report
  (2014-11-23) TVB Jade
  (2014-11-1) Commercial Radio 903 Interview
  (2014-9-6) Mansfield has been awarded 《有能者.聘之約章》「至尊共融機構獎」
  (2014-8-7) Yahoo! News [Mystery Shopper]
  (2014-7-4) NOW TV Program: Mystery Shopper Training for Film Director Patrick Kong
  (2014-4-15) Mansfield Seminar at HKIHRM
  (2014-2-6) TVB News Report
  (2014-2-6) Hong Kong Barrier Free Dining Mystery Shopper Research Announcement
  (2013-12-2) ATV Hong Kong Loving Hearts Award Winner - Willy Law
  (2013-11-26) SCMP Spirit of Hong Kong Award Winner - Willy Law, Training Consultant of Mansfield
  (2013-11-24) RTHK Radio One Interview
  (2013-11-24) RTHK Special Program - Barrier Free Access Audit
  (2013-11-12) VTV Interview "Employment Opportunities for the Highly Educated Disabled"
  (2013-11-7) Mansfield Seminar at HKIHRM
  (2013-8-30) Barrier Free Shopping Center Seminar
  (2013-8-15) Hong Kong Economic Times 「改善無障礙設施 商場人流增」
 
  (2017-10-05) SCMP Interview  
     
 

http://www.scmp.com/business/companies/article/2114141/here-what-mystery-shoppers-job?utm_source=facebook.com&utm_medium=referral

Here is what a mystery shopper’s job is like

Pinky Lee Ngan-ming, is an actor with one role to play – a shopper.

As a full-time mystery shopper, she would drop in at a restaurant for a meal, inquire about the services at a beauty salon, go to a bank to open an investment account and check out wedding ring options at a jewellery shop. And all for the purpose of picking out any of the businesses’ sore points and assessing the quality of service.

 

“I think I look like a regular female customer in a restaurant or a fashion shop, so I could easily pass off as a customer,” said Lee, who is also the assistant operating manager at Mansfield Consulting, a mystery shopping service provider.

Lee joined Mansfield five years ago when the start-up was set up to offer the service to help businesses improve their service quality.

The firm said its business had been growing annually as a rising number of companies in Hong Kong – from banks to different types of retailers and restaurants – are engaging mystery shoppers to test out their service standards to make improvements.

Lee’s shopping trips are scripted, and can sometimes be a double act.

‘I’d need to prepare a script with my boyfriend about our pretend wedding plan, when I need to be a mystery shopper at a jewellery shop and pretend to buy our wedding rings,” she said.

In most of the cases that she has handled, the major weakness of many retailers or restaurants was that the staff were not polite enough, and some salespeople were overly aggressive in trying to sell their products.

“Sometimes the staff are very smart and might have figured out that I am a mystery shopper. That’s when your empty plate is cleared quickly at a fast-food restaurant and the staff offers you a tooth pick, where the service is similar to that at a five-star hotel,” Lee said.

 
 
 
 
     
 
 

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