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Coaching: Maximize Mystery Shop Reports
April 22, 2010Many companies spend significant effort in evaluating, selecting and preparing for a mystery shop program. They invest this effort because they know that the information they gain can be used to improve company performance and top the competition.
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Ten Ways to Use Recorded Telephone Mystery Shops
March 4, 2010While telephone mystery shop reports obviously do not capture the visual aspect of a customer interaction, they can be a cost-effective way to discover how your employees conduct themselves with customers. Better yet, recorded telephone mystery shops provide managers with the detailed information needed to coach employees, since the recording allows you to review both sides of the conversation with the employee. There are many ways that companies improve operations through the use of telephone shops. Here are ten:
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Mystery Shopping Call Scenarios for Banks
September 10, 2009Considering telephone mystery shopping call scenarios for your bank ? A good starting point is to think about the client interactions that are most critical to the achievement of your bank’s sales and service goals.
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Listening to Employee Telephone Calls: How Do Multiple Employees Approach the Same Customer Inquiry?
August 1, 2009Listening 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.
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Telephone Mystery Shopping Questions
July 29, 2009Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.