Listening to Employee Telephone Calls: How Do Multiple Employees Approach the Same Customer Inquiry?
Aug 01, 2009 by Elaine Buxton
Listening to employee phone calls allows you to imagine yourself as the customer and hear firsthand how your employees interact. Many times managers of front line employees would like to listen to employee conversations but don’t always have the capability to do so. Other times, managers have monitoring capabilities but must listen for hours to hear how multiple employees approach the same inquiry.
Jul 29, 2009 by Elaine Buxton
Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.
Jul 26, 2009 by Elaine Buxton
Interactive Voice Response Interviewing (IVR) and Mystery Shops are both effective ways to measure customer experience quality. When looking at a choice between the two methods or a combination of both, it’s important to consider three key areas:
Jun 23, 2009 by Elaine Buxton
When I tell friends that I work for a firm that provides mystery shopping services, I am surprised by the responses. They are intrigued with the idea of mystery shopping and want to become mystery shoppers themselves. Most have experienced positive and negative interactions in buying situations and have wanted to convey feedback on their experiences.
Mar 26, 2009 by Elaine Buxton
A business acquaintance recently asked my opinion on the current state of customer service in this tough economy. The reason? She had just returned from some routine business travel and found the customer service, from beginning to end, to be nothing short of effusive. I could not stop her as she sang the praises of the taxi driver, the airline gate agent, the flight attendants, the bell staff, the concierge, the restaurant servers, and on and on. She reported that she felt an obvious, heartfelt appreciation of her patronage from many employees.