Tag Archives: Surveys

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

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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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Phone Shops On Demand

Advanced Feedback’s on-demand phone shop service provides a no minimum, no contract, cost effective option for businesses of any size or budget. With on-demand phone shops, we call, report, and record all in the same day! This service has proven invaluable for all business managers needing to observe and analyze staff phone skills. Give it a risk-free try today!

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Twenty Percent of Hotel Guests Report Problems With Their Stay

Negative word of mouth spreads faster than positive word of mouth. With 43% of guests who will not likely return to a hotel in the future, this is an eye opener.

According to hotel and motel management we have provided services for, more than 20% of guests who have spent more than $250 a night said that they had experienced some sort of problem during their visit. Furthermore, guests who experience a problem are 43% less likely to return in the future. This is a big deal in the hospitality industry.

With this relationship between problems reported and decreased guest loyalty, it is pertinent to keep service up to par to avoid losing market share. Unhappy guests tend to tell others about their experience even more so than happy guests. This means that negative word of mouth spreads faster and has the potential to damage your business’s reputation. Here’s a fact: Yelp gives power to the people. If you are not regularly challenging yourself to provide customer service excellence, Yelp will reflect these efforts. Ergo, profit loss will be imminent. Why even take the chance?

Hospitality professionals know that the answer is to deliver extraordinary levels of customer service. Go above and beyond for your customers. As a hotel manager, or any business manager for that matter, be sure to know how your guests are being treated. Make note of both good and bad experiences in order to pinpoint areas of improvement or reward for top performing employees.

This is where Advanced Feedback comes in. We provide professional mystery shopping services that will undoubtedly deliver you and your business results. Browse or website today and see if our award winning services are right for you.

AdvancedFeedback.com

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New Mystery Shopping Video Services

Advanced Feedback is pleased to announce the launch of it’s entirely redesigned website at AdvancedFeedback.com. The site has a completely new look and provides users with an overview of all customer experience management tools.

Along with a multitude of varying mystery shopping services, AdvancedFeedback is happy to announce our newly designed and reformed video shopping services. Our professional video mystery shopping services provide you with the tools and technology to see exactly what is happening between your employees and your customers. Our services not only provide insight into the experience of a customer, but actual, objective evaluation of your team’s selling skills. Concealed cameras film the entire presentation from greeting to closing.

Businesses hoping to take customer service to the next level can benefit with our services by:

  1. Professional and affordable video shopping services for any industry
  2. View customer flow and analyze performance gaps
  3. Monitor procedures and implemented initiatives
  4. Evaluate new hires and staff veterans
  5. Are your employees ethical and interested in customer needs?
  6. Motivate your sales team and drive them to produce results
  7. Video is highly effective in sales meetings and training seminars
  8. Evaluate your competition
  9. A real, authentic, recorded customer point of view
  10. Visual presentations show you exactly where changes need to be made
  11. Stimulate friendly competition between your top performers
  12. Establish total awareness of your sales or business environment

Howard Puterman, VP and General Manager of Enterprise Rent-A-Car, states “Advanced Feedback has been servicing my needs for the past eight years and has been absolutely terrific. They are always responsive to our ever-changing needs.”

Contact Us Today to see how we can offer you totally customized sales and customer service inspections.

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Advanced Feedback Announces Launch of New Website

Advanced Feedback is pleased to announce the launch of it’s entirely redesigned website at AdvancedFeedback.com. The site has a completely new look and provides users with an overview of all customer experience management tools.

Advanced Feedback provides valuable services to growing businesses in a wide variety of industries including automotive, hospitality, education, financial services and virtually any other customer-driven industry.  Zachary Hooker, President of Advanced Feedback commented, “With the addition of many new services, now covering all customer revenue channels it is time to update our web presence.  We are very excited about the new website and look forward to regularly updating it with our latest developments.”  The revamped website showcases services including Mystery Shopping, Customer Follow Up, Web Hosted Surveys, Competitive Research and Website Video Streaming.

For additional information about Advanced Feedback, or the launch of AdvancedFeedback.com contact us here: AdvancedFeedback.com. In celebration of the launch of the new website Advanced Feedback, Inc. is offering many discounts and free samples to those who contact the company through the website.

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Advanced Feedback is Pleased to Announce the Addition of New Clients

Advanced Feedback is pleased to announce the addition of Utopia Property Management, Discount Tire, American Tire Company, America’s Tire, LS Travel Retail North America, The Southern, Casey’s Cupcakes, Wash N’ Roll, and Cedar Street Courtyard to their current client base.

ImageSAN DIEGO, California, November 09, 2012 –Advanced Feedback is pleased to announce the addition of Utopia Property Management, Discount Tire, American Tire Company, America’s Tire, LS Travel Retail North America, The Southern, Casey’s Cupcakes, Wash N’ Roll, and Cedar Street Courtyard to their current client base.  Each of these clients has opted to utilize one or more of Advanced Feedback’s Mystery Shopping programs to monitor and improve their Customer Experience.

Since 1991, Advanced Feedback has been in the Customer Experience Management business; serving a variety of industries from hotels to hospitals and mom & pop to multi-national companies.  “It is nearly impossible to maintain a competitive advantage in any business if your service is less than satisfactory.” stated Zachary Hooker, President of the company.  “And in this economy with today’s web based consumer, opportunities to shine are limited, your front line may have only one chance to deliver exceptional personalized service!”

With the addition of these four clients to Advanced Feedback’s client base, it shows that both healthcare and restaurant companies are concentrating on improving service during uncertain economical times.  Providing an excellent customer experience helps to win over new customers and keeps them coming back for more.

Advanced Feedback offers many customized services for just about any industry including Onsite Mystery Shopping, Telephone Mystery Shopping, Customer Follow up, and both Employee and Customer Satisfaction Surveying.  For more information and up to date news about how to improve your customer experience visit www.advancedfeedback.com.
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Advanced Feedback is Pleased to Announce the Addition of Four New Clients

San Diego, California, September 16, 2011 –Advanced Feedback is pleased to announce the addition of Sharp Healthcare, TomKats Inc., Fitness Zone and NewMark Merrill Companies to their current client base. Each of these clients has opted to utilize one or more of Advanced Feedback’s Mystery Shopping programs to monitor and improve their Customer Experience.

Since 1991, Advanced Feedback has been in the Customer Experience Management business; serving a variety of industries from hotels to hospitals and mom & pop to multi-national companies.

“It is nearly impossible to maintain a competitive advantage in any business if your service is less than satisfactory.” stated Zachary Hooker, President of the company. “And in this economy with today’s web based consumer, opportunities to shine are limited, your front line may have only one chance to deliver exceptional personalized service!”

With the addition of these four clients to Advanced Feedback’s client base, it shows that both healthcare and restaurant companies are concentrating on improving service during uncertain economical times. Providing an excellent customer experience helps to win over new customers and keeps them coming back for more.

Advanced Feedback offers many customized services for just about any industry including Onsite Mystery Shopping, Telephone Mystery Shopping, Customer Follow up, and both Employee and Customer Satisfaction Surveying. For more information and up to date news about how to improve your customer experience visit www.advancedfeedback.com.

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