Why use a “mystery shopper”?

A client, patient, or customer calls your business. The treatment and service this client, patient or customer receives determines if you’ve made a sale, retained that client, or lost revenue.

Do you know what your receptionists and customer service representatives are actually saying to your customers?

Is your current training program adequate for the type and volume of calls your business gets on a daily basis?

Does the customer, client or patient find it frustrating to use your products or services?

Are you losing revenue because your representatives simply don’t ask for the business?

Who are we?

With over 50 years of combined sales and marketing experience, Team @ Work Coaches Ty Bello and Kristen Bissontz bring an intense and focused approach to assessing, developing and coaching your team through the ICD “Mystery Shopper” System.

What do we offer?

The ICD “Mystery Shopper” System is an opportunity for you to “diagnose” the reasons behind revenue loss and lack of customer retention. As a business owner, partner or manager, you can get an objective view of how your employees are interacting with customers, clients or patients via random telephone calls to your business. Each phone call is crafted to fit your current offerings, retail setting, geographic location, and desired focus. There are multiple scenarios from which to choose based on your specific circumstances.

How are We different? (click to find out more)

At Team @ Work, we go beyond just “testing” and “evaluating” your team. We strive to uncover where your team is right now, to understand where you would like them to be, and to coach them so each team member can grow and be as proficient as possible.

As the business owner, partner or manager, you will complete an initial assessment on each of the team members you want enrolled in the system. This will provide our Mystery Shopper/Coach with a baseline from which to work.

Then, you will pick the scenarios you would like for each employee enrolled. You would also have the flexibility to choose a timeframe for the package you choose. Last, you would be able to afford your team follow up coaching in the areas where they are not meeting your expectations. Follow up coaching allows the team member to receive positive feedback and an opportunity to formulate corrective action planning to produce outrageous customer service.

Areas the Mystery Shopper/Coach will assess include: communication, listening, product/service knowledge, call handling, tone/voice inflection, telephone etiquette, pitch/clarity, directing the customer, asking for the business, probing, fulfilling customer needs, going “above the call of duty”, industry knowledge, and others.

We can even help you flesh out a more comprehensive training program (if needed) to fit the unique circumstances in your business or office.

When can we start?

Contact us today for quotes, scheduling, and more information on this product and our services.