Internal Quality Monitoring
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Our secret shopping and mystery shopping department work hard at evaluating quality control for employees of the self storage and other clients we serve. Our call center is located in , the heart of the mid-west. Sometimes this “internal” shopping can reveal areas in our sales techniques that could stand improvement. Taking call after call, day after day we sometimes can become stale in our self storage presentation.
Knowing how to secret shop helps us to understand the criteria upon which we are being scored. The evaluation form that is used for our secret shopping clients is also applied to quality control calls for our call center. There will always be “those” calls. The caller is very abrupt and determined not to let you apply the tools you have to work for sales increase. These things can bring your score on the shop down. It is very gratifying to be presented with a certificate for a 90 or 90 plus call. We take the call reports of slightly lower scores and vow not let ourselves be shrugged off next time.
Internal shops are a real learning experience and very helpful to me in keeping me on track and working at my best. You have to keep on your toes; after all, you never know which call you will be scored on. By monitoring our own employees, we are able to provide the with a smile.
Thanks for reading the mystery shopping blog. Where we offer an inside view of the .
By Kay Johnson, PhoneSmart reservations specialist and blog editor.
Looking for ? We have a great location at 6700 River Road. Call or stop by and ask for Rowland Browne the manager. 201-869-2330
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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