Agent 86

Another posting on the light side

Kay Johnson blog editor and phone smart rep takes a swing at secret shopping:

I love intrigue! That is why our Secret Shop and Evaluations programs are so appealing. We get to have a really good time play-acting with store managers and staff. First, we invent a persona. I use the names of people that I remember from high school. (Pretty good considering that in my case high school is ancient history) We need to make up a list of things to store, a little story, and find mailing address and telephone numbers for cover.

We sneak up on them gently acting out the part of a storage”newbie” and with our innocent voices and slightly confused aspect find out just how the store employees “sell” the facility.

On the other side of the coin, we listen in on the mystery shop call that others have made and evaluate the call as our own calls are evaluated for quality control. We are gentle souls so our comments are designed to help without scolding. We are pleased to offer these additional training tools for our store managers. It is fun and a diversion from our regular duties in the call center. There is a definite plus for us as well, as we listen for what the store employees could have done, we also are mentally critiquing our own performance and when we go back to taking calls we are more aware of the importance of our training and what we may have been missing in our own customer contacts. They are terrific training tools for you and for us. If you would like to hear your employees working with potential clients and then a professional evaluation of their calls just get a secret shop message to Sarah or Natalie in our secret shopping business. They are in the building, through the secret tunnel and under the cone of silence.

Secret tunnel? Cone of Silence? Well, after all, it is Phone Smart!

86 over and out!