The Student News Site of Tarrant County College

The Collegian

The Student News Site of Tarrant County College

The Collegian

The Student News Site of Tarrant County College

The Collegian

Secret shoppers award bookstores high scores

By Frances Matteck/editor-in-chief

Every TCC campus has its own bookstore, and most students make their way there eventually whether it be for textbooks, school supplies or snacks and drinks.

To maintain a high level of customer service, the Follett Higher Education Group employs a secret shopper to evaluate each store four times a year, said Colleen Baker, district manager for TCC’s bookstores.

“The secret shopper program is a customer service measurement system Follett has implemented where anonymous third-party individuals visit Follett stores as a regular customer would,” she said. “The shopper will be at the bookstore for an average of 20 minutes and will solicit assistance to get a feel for the level of customer service at the store.”

Follett employs the eXcel customer interaction model as a standard of evaluation. This model asks the following questions: Did the staff engage the customer in 20-30 seconds? Did they explore their customers’ needs? Did the staff collaborate with customers and coworkers? Did they execute the transaction? Did they leave the customer smiling?

The model evaluates a phone interaction and a 20-minute sales floor and cash register interaction.

Follett’s benchmark goal is 88 percent, and all TCC bookstores have above average scores. NE Campus received the most recent score with a 93.18 percent in December. South, NW and SE Campuses received a 97.65 percent, 96.79 percent and 90.2 percent, respectively, on their latest shops.

Student Cody Harris just purchased his books for the spring semester from NE Campus Bookstore.

“When I went in there last week, one of the workers helped me get all of my books without any problems,” he said. “In and out in 10 minutes.”

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