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Mystery Shopping - It's No Mystery At All

Extract from a real mystery shopping call - names changed of course.
(Ring ring... ring ring.... ring ring.... ring ring..... (click/receptionist) “umm... hello?..umm.. arr.. Joel speaking...."

(caller) - "Is that ABC pet and vet?"
(receptionist)" yep..." No need to go on is there?

Clearly 'Joel' (or James or Janet) has not got a clue in the world about answering the telephone.

No mention was made of the business or practice, no good morning, afternoon or how may I help you.

Then when the caller asked is that 'ABC pet and vet' and got 'yep' ... you might ask why the caller didn't simply hang-up?

Well guess what - we did!... We had more than enough information on the person answering the phone to then go to their boss and simply say "needs lots of work"!

How Well Do You Know Your Employees' Ability To Deal With Clients?
Most small businesses employ people because they 'like them' - and that in itself is not a bad thing. After all you need to all get along together right? And the crazy thing is that as employers we rarely 'test' our employees in how they deal with our customers or clients.

Well now you can - a simple phone call to your retail, grooming or veterinary business asking the RIGHT questions can reveal much about your staff.

This is not 'big brother'. We're not in the business of 'tricking' people or 'catching them out'. We want your business to succeed so we have a set of questions to ask relating to your business and the typical client that calls.

We ask the questions, record the conversation ONLY for our use which is then deleted. We write a report on the call - or calls - and send this feedback to you along with recommendations if any.

You can leave it at that or choose to take up one of any number of training packages we offer such as Phone Skills 2.0, Complaints Handling, Inter-Personal Skills, Basic Speech Training and more.

Want to take the mystery out of YOUR client relations and how your staff deal with customers and clients?

Give us a call any day until 9PM on (02)8205 7730 or contact us here

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