by Stephanie Bailey
Customer service is one of the most important things for businesses. If your customer service is not up to par, people will leave and go elsewhere. So it is important to routinely evaluate your customer service. One effective way of doing this is by completing a mystery shop.
When I first started, I had no idea what a mystery shop was. Originally the name confused me. I thought I would have to buy things, but after it was explained it made sense. A mystery shop is where you contact your business pretending to be a customer and evaluate your employees lead handling. There are two main avenues of communication that you should evaluate. They are email and phone calls. For an email evaluation, you create a fake email account and send your company an email asking a question. You then proceed to engage with them for about three email exchanges. You should end this exchange by telling them they were participating in a service evaluation and thanking them for their time. For a phone evaluation, you are doing the same thing but you are calling your business.
While you are mystery shopping your business there are some main points that you should be looking for. You should make sure your employees are giving their contact information to the customer, asking for the customer’s contact information, attempt to get the customer in for an appointment, how well they answer questions, and any spelling or grammar mistakes in their writing.
Another way that we evaluate our client’s customer service is by completing call evaluations. A call evaluation is where you go back and listen to recorded phone calls that your business received. In order to do this, you would have to use a call tracking platform, such as Marchex. These platforms provide you with a number that tracks, records, and stores your businesses calls for a set period of time. This service allows you to go back and listen to the calls so you can provide feedback to employees on how the calls were handled.
While listening to these calls there are a number of things that you should be looking at. You should see how many times the phone rings before it is answered, that all the calls are being transferred correctly and going to the correct voicemails. It is also important that you evaluate how your employees are handling the calls, as well as trying to schedule an appointment with the caller.
In order to make sure that your customers are having the best experiences that they can, continually evaluate your customer service. It is best to do these evaluations once a month. Any more and you start over evaluating, and any fewer things will slip through the cracks. Happy evaluating!