In Case You Haven’t Heard The News

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PhoneSmart’s Total Quality Assurance Services (TQAS) department has recently implemented a great new training tool called Feedback Shops.  This is an interactive service that allows the store employee to get immediate feedback.   Our highly trained secret shoppers telephone a client’s storage facility acting as a prospective self storage, automobile storage or wine storage customer.  We fill out a short survey throughout the call.  At the end of the call we reveal who we are and that this was a Feedback Shop. 

The TQAS employee then takes a few minutes to discuss the call with the person at the other end of the phone.  We ask them how they feel the call went, what they think they did well, and what they believe they could improve upon.  We then give the store employee feedback, with both compliments and suggestions concerning the call.  Together we set some goals to be worked on during the next couple of weeks until their feedback shop the following month.   

Oftentimes the results from traditional mystery shops take several weeks to reach a client, and the circumstances of the original call are long forgotten.  With this new service everything is still fresh in everyone’s minds.  Plus, there is the added benefit for the store employee of speaking to our shopper one on one, and asking questions and discussing different situations.  This is a great training tool that many of our PhoneSmart clients have come to rely on.

Written by Ann Sheehan, PhoneSmart Call Center Representative

Thanks for reading our secret shopping blog, a blog about the secret shopping and mystery shopping industry.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.