... the university community and a means to elevate customer service from good to exceptional. Secret shopping Student training Mystery shoppers Customer service Training assessment Training Libraries The volunteer training program was the same for all three rounds of shopping. The secret shopping...

... at public service desks. Design/methodology/approach Mystery shopping exercises were conducted at both libraries during the 2008 spring and fall semesters. Trained mystery shoppers recorded staff behaviors and the answers given to their reference questions and open‐ended comments about their reference...