Secret Shopping
Found! Three Common Mistakes Discovered While Secret Shopping (And How to Fix Them)
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…
Read More(Re)Introducing Guest Encounters
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…
Read MoreWhat? You Just Secret Shopped Us?
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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