One of the premium services I offer to clients seeking to level-up their customer service delivery is Secret Shopping. My team and I experience your business as a customer would and report back on our findings, good, bad or ugly. And of course, we always provide solutions to help your team improve interactions every step of the…
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It’s finally ready! Over the last several months, I’ve re-tooled my Guest Encounters services to make them easier than ever to put to use in your office, business or store. Now you can access this content online through a virtual, entirely customizable customer service and staff development e-learning tool. My passion for the topic on…
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What? You just secret shoppped us? That was the response I received from the sales associate at The Crystal Bride dress store in Geneva, IL. Her reaction when she discovered I had completed an undercover customer service audit was a mixture of puzzlement, interest, and maybe a hint of concern. For over fifteen years, my…
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