However, what is really happening in your team and in your organisation whilst you are sitting in a training room? The “mystery shopping” element gives you the time and the tools to find out.
The results are usually a real eye-opener ranging from the incredible to the incredulous.
Some examples of questions used in our ‘Mystery Shopping’ exercises
What happens when one of your fellow delegates rings into the business and simply wants to talk to you?
- Does anybody answer the phone?
- Do they know where you are?
- Do they offer to take a message?
- Do they give out your mobile number?
- Does the message ever get passed to you?
What happens if you ring into your business call centre (or customer facing area) with a generic enquiry?
- How long before the call is answered?
- Does the person answer in the correct way (e.g. salutation, name, company)?
- How do they sound?
- Did they listen well and check understanding of your need?
- Were they able to deal with the enquiry effectively?
To be able to evaluate the above, of course, you’ll need to know what the quality standards are. In the debriefing session this then generates further questions and management debate around some of these questions:
- Have you defined the standards?
- Have you communicated these standards?
- Are the standards consistently applied?
- Do the standards drive quality and customer service?
- How do you improve the processes and raise the standards?
In summary the learning here is significant with immediate application back in the business.