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Mystery shoppers crack the group’s secret of success

Customer care is of the utmost importance to the Nike Group of Companies and it is regularly reviewed to ensure that the best possible service is being received. With this in mind, the group embarked on a mystery shopper programme at the end of 2002. As Connections went to press, nearly all companies had been tested by members of a team from within the Nike Group, both over the telephone and face-to-face, and had come through with flying colours. The shoppers tested responses they received from employees and graded them between minus two (no greeting) and two (exceptional). Employees were consulted about the factors to be evaluated, which included: whether they offered a friendly greeting; how efficiently they dealt with payment; and, on the telephone, if a message was taken and followed up effectively. Feedback was given to the managers of each company who passed it on to their team and implemented any changes that were needed. Andy Rushton, Manager, John Nike Leisuresport, Chatham, has received feedback from the exercise. He said: "As a manager I was pleased that there were so few negatives. Working here day in, day out, we can take our standards for granted so it is nice to have someone point out what we are doing right - for example, a high standard of customer care - or wrong, and get an overall seal of approval."

Charity event sponsor will receive lion's share of gala evening's benefit

Organisers of a charity evening at the Coppid Beech Hotel are appealing for a major sponsor for the event. Wokingham and Reading Lions Clubs have joined forces to put together the gala on 21 March to raise funds for Berkshire Cancer Care and The Thames Valley and Chiltern Air Ambulance Trust. Matthew Pincent CBE, twice Olympic rowing gold medallist, will be the evening’s guest speaker. A sponsor will benefit in many ways from the event, such as brand sponsorship on all promotional material and programme, advertising at the venue and a 10-person table at the dinner. And there are still tickets available (£75 each) for the ‘black tie’ occasion, which includes a champagne reception and three-course dinner, auction and dancing. To help with sponsorship contact Mike Bonner on 07979 955528. For ticket details contact Alex Woollard on 0118 978 8321.

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