Phone Skills Training
“Total quality and care with every call.” Our phone training solves your customer service crisis.
Advanced Feedback specializes in large volume phone shops. We encourage you to take advantage of our professional call staff and large volume call center.
An appointment or a sale often begins with a phone call, which makes employee phone skills a critical part of service and sales training. With our phone training and phone skills programs we use highly trained shoppers to call and inquire about products or services to test, monitor, train and reinforce front line employees. Recorded calls and performance results are delivered immediately for actionable feedback, and monthly for trend monitoring. Our service call center is the authority in total quality and care.
Working closely with the client, Advanced Feedback develops a survey that tests and records important service and sales criteria. We train a large number of diversified shoppers to accurately represent your industry’s customer base. These experienced shoppers pose as prospective or current customers inquiring about products or services to test, monitor, or train front-line employees. In addition to your key criteria, the program tests the overall effectiveness of your employees: to see if they are answering the phone on a timely basis, if their telephone style is friendly, courteous, and professional, if they are knowledgeable and informed about the company’s policies, and if they express interest in your customers’ business.
At the conclusion of the calling period Advanced Feedback provides the client with a report detailing the results and a digital recording of each call. Our reports allow you to track problem areas and benchmark improvement. Many clients tie employee bonuses or incentives to these reports. All clients find that the recordings are an excellent training and motivational tool. Some clients even turn to Advanced Feedback to provide immediate and interactive training via shopper identification or call back procedure.
Our phone training solutions are fully customized to fit your unique environment and are proven to deliver results.
Empower your staff through proper customer service and sales phone training techniques. Our large volume mystery shopper call center is at your disposal. We can craft any customer service issue or complaint conceivable, and will work with your staff to build confidence and maximize customer satisfaction.
Our programs stimulate solutions-based thinking while creating genuine connections with customers.
Effective phone training solutions provide your staff the tools needed to diffuse customer complaints and capitalize on sales opportunities.
Easy to follow road maps provide your representatives with quick solutions that build confidence and drive conversion rates. With our phone training programs your representatives learn to ask the right questions and provide the right solutions. Our phone training offers seamless integration of complaint management and sales closure. Let us show you how.
Benefits
- No contracts and no minimum
- Our phone training solutions are fully customized to fit your unique environment and are proven to deliver results.
- Our programs stimulate solutions-based thinking while creating genuine connections with customers.
- Determine if your staff is meeting customer needs and expectations
- Address compelling customer requirements instantly
- Target customer service initiatives to suit customer needs
- Understand customers’ perception of your services and practices
- Determine if your employees are ethical and interested in customer needs
- Motivate your sales team and drive them to produce results
- Evaluate your competition
- A real, authentic, customer point of view
- Stimulate friendly competition between your top performers
- Establish total awareness of your sales or business environment
What’s Included
- Dedicated account manager
- Program setup and revisions; tailored exclusively to your needs
- Customized shopper questionnaire of employee performance
- A variety of real life shopper scenarios
- Survey of all departments
- Scheduling that fits your needs and your calendar
- Shopper first impressions and detailed observations
- Detailed audit of total customer experience
- Analysis and trend report
- Database of results and trend performance
- Multi-location comparison analysis
- Results, evaluation, and consulting
- Regular program reviews
- Scheduling of random onsite shops
“You never get a second chance to make a first impression!”
Automotive: Car Sales Mystery Shopping, Car Rental, Automotive Services Secret Shoppers
Car Wash: Car Wash Secret Shopping, Sales and Service Mystery Shoppers
Education: Mystery Shopping Public and Private Schools, Universities, Vocational and Professional
Financial: Bank Secret Shoppers, Credit Unions, Insurance Companies, and Financial Advisors
Health & Wellness: Mystery Shopping Hospitals, Medical Clinics, Dentists, Specialists, and Long-Term Care
Hospitality: Hotel Secret Shopping: Limited Service, Extended Stay, Business, & Luxury Hotels, Resorts, and Casinos
Parking: Mystery Shopping Parking Facilities and Valet Services
Real Estate: Real Estate Mystery Shopping: Home Sales, Property Management and Leasing Agents
Restaurants: Restaurant Mystery Shopping: Juice and Coffee Shops, Full Service, Fine Dining, Bars and Night Clubs
Retail: Retail Sales and Service Secret Shoppers: Clothing, Hardware, Grocer, Convenience, and Specialty
Storage: Spot Checking Storage Facilities, Portable Storage, Self Storage Units and Storage Container Companies
Travel & Transportation: Air, Rail, Cruise, Bus, Shuttle & Limousine Services, Ticket Sales and Travel Agency
Take part in this revolutionary customer service overhaul.
Video Shopping | Phone Shopping | Brand Compliance Audits | Mystery Shopping | Customer Satisfaction Surveys | Performance Analysis, etc.
Request a quote today.
The leading mystery shopping company in the United States, Canada and Mexico since 1991, with over 2 million business evaluations. We offer completely customized mystery shopping services that connect your vision of success to the complete satisfaction of your customers.
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