Tag Archives: san diego

Morongo Casino Resort & Spa Extends Mystery Phone Shopping Service to PBX Department

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


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Contractors State License Schools Renews Telephone Mystery Shopping Service With Advanced Feedback


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

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Telephone Mystery Shoppers Find Hard Times Drive Hard Tactics

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.

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Is Your Hotel Hurting, or Are You Hurting Your Hotel? – Small Tourist Area Sampling Returns Big Results

San Diego, California, May 11th 2009 – Advanced Feedback, Inc. a nationwide customer survey and mystery shopping company, phoned ten hotels, over half the hotels in seaside Coronado CA, a popular tourist island just west of downtown San Diego.  Part of a wider study on business and the economy, the mystery shoppers, posing as potential customers, simply called the front desk and asked “How far are you from Sea World?”

“I wanted to see if agents would make an attempt at a sale … with someone calling their hotel from out-of-town.” explained Geoff Gladu, Account Manager for Advanced Feedback.  Perhaps not shocking to this group of seasoned mystery shoppers, but alarming to any business manager, the team did not find one hotel agent who attempted to continue the conversation beyond answering their initial question.  “I was hoping to hear something along the lines of  ‘would you like for me to check rates and availability?’ or “Is there anything else I could help you with?’ anything, really.  Also, no one even thanked us for calling”, he added.  Considering these businesses spend a good share of their marketing budget on getting travelers to call their hotel, Advanced Feedback’s survey uncovered pervasive missed sales and branding opportunities.
Perhaps the hotel agents ignored the sales opportunity because the scenario implied the caller wanted to stay closer to Sea World, 6 miles from Coronado? To test this possibility, the team conducted a second survey to the same properties with the question “what is there to do for fun in the area?”  This time, all hotel agents did fine to sell the area but only two agents built value for their hotel and only two others thanked the customer for calling. Again, not one hotel representative attempted to continue the conversation or make a sale.

Deciding to make it as simple as possible for the front desk agent to recognize a sales opportunity, without saying “I want to make a reservation”, the mystery shoppers called the same hotels a third time asking, “How much are your rooms?”

Only one out of the ten properties that were called received a passing grade; the agent qualified the caller, built value for both rates and property and even offered to make a reservation.  All others failed.  One property attempted to qualify the caller, another spoke well of their property, but all of them were quick to provide the rate and let the potential customer off the phone – never once asking if the caller wanted to stay there!

“With beach weather soon approaching, there’s no better time for these seaside hotels to learn how to recognize and pursue the sales opportunities given – this usually starts with phone skills via a mystery phone shopping program”, said Geoff.

In a challenging economy like the current one, Advanced Feedback’s research is a wakeup call to companies not to overlook the training and monitoring of frontline employees.

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