telephone mystery shopping

Telephone Mystery Shopping

This tool can be used to ascertain how your employees are dealing with all kinds of customer enquiries over the telephone.

In retail certain companies believe that all members of staff should answer the telephone in the exact same way throughout all of their stores.

Therefore all members of staff have been trained to answer the phone with the same speil. Thus, when a mystery shopper phones a company they are checking to see if the employee answers the telephone correctly with the appropriate speil and then how well they deal with the query of the mystery shopper.

This conversation may also be recorded for feedback and evaluation purposes.

Leave a Reply.