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Southern California casino expands telephone mystery shopping services to their PBX department in order to further enhance the customer experience for their front lines.
SAN DIEGO, CA, May 17, 2013 – Advanced Feedback, Inc. a San Diego based mystery shopping company that provides video, onsite and telephone skills evaluations nationally and in neighboring Canada and Mexico. Welcomed the addition of another Morongo Casino Resort & Spa department this year. The mystery shopping firm has been working with the Cabazon, CA casino since 2012.
Account Manager, Geoff Gladu of Advanced Feedback said, “We are very pleased with this new expansion and owe it all to Matt Huber their Revenue & Reservations Manager. We have been working closely with Matt throughout his career since 2006 mostly providing reservation and PBX department services.” He also commented “We look forward to providing Connie Aragon (PBX Manager) the same high quality of service and support both today and in the future.”
The casinos Reservation and PBX departments rely on telephone mystery shops to monitor each operator’s customer service telephone skills. Mystery shoppers pose as potential customers and call inquiring about such things as rates, availability, special events, gaming, amenities, services, specials and much more. Telephone attendants are scored based on a number of criteria, such as rapport building, determining needs, building value, appointment / reservation offers, overcoming resistance, friendliness, helpfulness and professionalism.
Advanced Feedback provides next business day and even same day reporting to Morongo Casino Resort & Spa. These results include the agent’s individual phone shop report and recorded call; all accessible via online streaming and smart phone apps. This immediate feedback allows for encouragement, corrective training and counsel to take place if needed.
To learn more about telephone mystery shopping visit http://advancedfeedback.com/services-mystery-shopping-company.html
Client renews their mystery shopping services with the San Diego based mystery shopping company — Advanced Feedback, Inc.
SAN DIEGO, CA, May 16, 2013 – Advanced Feedback, Inc. welcomes back Contractors State License Schools. Originally signed in 2002, the mystery shopping firm previously conducted phone shops for their California State wide locations until 2011.
The campuses rely on phone shops to monitor each sales agent’s customer service skills. Mystery shoppers pose as potential students and call inquiring about classes, rates and availability. Agents are scored based on a number of criteria, such as friendliness, helpfulness, positivity, qualification, building rapport, building value, enrollment / appointment offers, overcoming objections and/or fears.
Linda Tran, Account Administrator of Advanced Feedback states, “In today’s economy, many businesses rely on mystery shoppers to be their eyes and ears on their employees. Phone shops gauge agent performance and the first impressions of their potential customers.”
On a daily basis, Advanced Feedback provides immediate results to Contractors State License Schools and many other companies. These results include the agent’s individual phone shop report and recorded call; all accessible via online streaming and smart phone apps. This immediate feedback allows for correct training and counsel to take place if needed.
To learn more about telephone mystery shopping visit http://www.advancedfeedback.com/mystery-shopper-phone-training.html
Mystery shopping is not just a U.S. based practice. Advanced Feedback provides mystery shopping not only in the states but also in Canada and Mexico.
(Archive – advancedfeedback.com – SAN DIEGO, CA, Feb 19, 2009) – A long time provider of telephone and onsite mystery shopping, Advanced Feedback now provides both services in Canada. “Our presence in Canada was first established when we started using French speaking Canadians to meet the needs of one of our multi-national clients”, says Zachary Hooker, President of Advanced Feedback. Inc. “For most secret shopping programs to be successful it is important to recruit and train shoppers that reflect the clients target market – even regional dialects can be a tip-off if the business typically caters to their immediate locale.”
During their first few years supporting Canadian businesses with secret telephone shops, Advanced Feedback made all calls from their San Diego location. As the volume increased the mystery shopping firm established a system to use local Canadians, routing the recorded phone shops through their in-house servers. “Our clients use Advanced Feedback’s recorded phone shops, Feedback-24 alerts, phone skills tips, and monthly performance trend reports to monitor and train telephone agents. In these times of economic uncertainty it is absolutely essential to turn all inbound calls into appointments, reservations, or sales. You simply can’t afford to lose a lead due to poor phone skills” proclaims Zachary.
Advanced Feedback conducts mystery shopping programs in all states, Mexico, and Canada. For more information visit http://www.AdvancedFeedback.com
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Legislation Prompts Increased Use of Mystery Shopping Into Healthcare and Government Realms
(Archive – advancedfeedback.com – SAN DIEGO, CA, Apr 15, 2009) – Traditionally, mystery shopping has been thought of in terms of the private sector, but increasingly public entities have turned to this service for monitoring compliance with regulations or measuring customer service levels (though the latter is primarily found in the UK.) As a result of legislation passed last year (HR 6331) that might be changing, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. “It may the dream come true for many Americans” who wish for greater accountability and higher customer service levels from their government, commented Mr. Adams.
While the law passed last year deals with Medicare Advantage and how it is marketed to the public, it may be a portent of things to come, he speculated. (Specific concerns were allegations of ‘bait and switch’, ‘misrepresentation’ and ‘misconduct’ on the part of agents and brokers.) “It could well be that this model could be a harbinger of things to come. In this case, both the government and private agencies have seen the wisdom of using secret shopping as a means for ensuring compliance, but our hope is it will be used to increase customer service awareness as well”, he concluded.
Good phone skills should be obtained by building a level of rapport with a prospective client before asking for their business.
(Archive – advancedfeedback.com – San Diego, CA, Feb 19, 2009) – With the country now officially recognized as being in a recession since December of last year, businesses are scrambling to adapt. Many are simply trying to hang on, abandoning, at least for now, visions of increased market share. Thus it perhaps should come as no surprise employees who deal with the public over the phone have become more aggressive, says Kurt Adams, Senior Accounts Director of Advanced Feedback, a leading provider of telephone monitoring services. “It used to be we were asked to measure items that tended to make the customer feel warm and fuzzy, such as using their name. Now it seems the sole focus is how many times we get asked for our business”, commented Mr. Adams.
While employee interest in getting or retaining a customer’s business is undeniably an aspect of good service, how and when this is manifested can be of equal importance. Specifically, Adams’ cites asking the customer for the business in the first 10 seconds of the call. “I know it’s a bit of an exaggeration, but isn’t that like asking someone for a date before knowing their name?” he asked. Good phone skills suggest building at least some level of rapport with a prospective client before getting to the proverbial bottom line. Showing interest in a customer is more than asking repeatedly for an appointment or reservation; other elements include using the customer’s name or asking how they happened to be in the market for the company’s services. Moderation, as Ben Franklin reminds us, is a good thing.
Advanced Feedback, Inc. is proud to welcome Meat Market Miami and the Courtyard Marriott – Miami Airport – Champions Sports Bar. Both are located in Miami, FL to our list of onsite bar and restaurant mystery shop evaluations. http://www.advancedfeedback.com/restaurant.html
Advanced Feedback is excited to add onsite polling to our list of services! We’ve just completed a round of brand image polls for one of our restaurant clients considering a major logo change. A big thank you to our Las Vegas and Orlando onsite polling teams for helping us execute this project!
- Learn more at: http://www.advancedfeedback.com/services-phone-shop.html