One of the best tools for learning about your frontline team is to record mystery shop calls where a third-party shopper poses as a prospective customer. Of course, you’ll learn a great deal about what words are being said, but also about the tone and manner in which they’re being heard. However, mystery calls are only valuable if they are being used to help employees improve their sales and communications skills. Once you have the data, you then need to:

  1. Review Calls with Employees. Take the time to review calls with employees before any specific actions are taken.
  2. Detail Specifics. After reviewing the call, begin the dialogue to highlight areas in which the employee has excelled and faltered. Discuss ways to improve techniques, and emphasize the important that each and every call has on day-to-day business.
  3. Develop the Guidelines. Clearly define what good customer service entails and how best to deliver it.
  4. Practice. Customer service and sales techniques are learned skills. Use role-playing in training and discuss tips and techniques during meetings.
  5. Get Outside Help. An outside training partner can help define objectives, clarify challenges, and tailor training to meet your particular organizational needs.

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