Are You Being Shopped?

Today I took a call from a caller who stated his name was John Blankenship. As soon as he gave me his last name my heart started racing and bells began to ring. My first thought was did I answer promptly and did I include the name of the store in my greeting?

When I heard that name Blankenship, I automatically put on a big smile. The tone of my voice changed and I became much more attentive to my caller. I found myself focusing on the caller’s needs and answering every question to the very best of my ability. This is what happens when you think someone is checking up on you (secretly shopping you). Suddenly your job performance is on the line and you want to give an outstanding performance. Who wants to score poorly on the secret shop evaluation? Not me!

We all have those moments when we miss a beat; after all we are only human. During my shift in the call center I always keep a cool beverage close by and try to take a 10-minute break every hour. You must always be at your professional best.

Remember you might have a secret shopper on the phone. You should answer every call as if you are being secret shopped, after all that is what you are being paid for, right?