Newbies

One of the easier ways to learn something new is to watch another person do it. In the secret shopping industry, we watch how other people do their job constantly. It’s our job to monitor and measure the quality and service others give.

We work right down the hall from our call center and with the busy season upon us there are a lot of new faces around. It would be beneficial for these “newbies”, as we label them, to make some mystery shops because they will get the chance to hear others doing their job. They will also understand how callers feel when they reach us.

It is helpful for the newbies to critique those they are shopping and in turn say to themselves, “How could I have done this?” or “What would I have done in this situation?” And making a secret shop can be a nice change of pace after a few days of monitoring the trainers in the call center.

Not only will the newbies benefit, but our secret shopping business will benefit. We’ll get some fresh voices on the phone and maybe find a new way to do some things around here as well.

Try having your new or patron employees shop some of their competitors. (Not just trying to pry the rates from them, but really listening to the selling skills they have.) Then get together and talk about what you do and don’t like about their presentations.