Customer Service Audits
Customer service audits uncover what your company and employees are doing well and help identify areas of opportunity to improve the customer service experience. A third-party audit provides an unbiased experience that may not be the same as what happen “when the bosses are watching.”
Mystery Shopping Services
Our trained staff will visit your place of business and provide a comprehensive report that details their experience with your organization.
Areas addressed in the report will include:
- Physical business premise
- Quality of products, services, or food
- Experience received as a customer
An audit of a customer’s experience with your organization on the telephone will provide an overview of the current level of service being provided as well as identify gaps in service.
A telephone audit can be conducted by:
- Placing calls into your business posing as a customer
- Listening to recorded calls with actual customers
How does someone see your company when they walk through the door? We observe, evaluate, and report on a customer’s experience when visiting your store.
Our Storefront Report documents the observation of the front-of-shop activities, including everything from finding a parking spot and walking through the front door, to transacting the business and leaving the building.
Through observation, we identify and document the experiences of your customers and provide a report highlighting the good practices and recommending solutions for improvement, where appropriate.
Whether you provide customers with a casual dining experience or a gourmet meal, the goal is still the same: high-quality customer service. Even if you provide patrons with the tastiest food food they have ever had, if they have a bad experience in your establishment, then it will leave them with a bad taste in their mouth.
We will send a mystery diner to your restaurant to provide an objective report that details their dining experience, including feedback on the service, food, and overall impression of the restaurant.
What people are saying about us:
Randi Busse of Workforce Development Group recently completed a series of training and coaching sessions with our employees designed to improve the way we take care of our customers. The sessions were scheduled at the end of the day so as not to interfere with us servicing our customers. The training and coaching were customized to our business and included role-plays of actual customer scenarios. I’ve seen an improvement in our service levels already, in addition to increased confidence in our employees’ ability to provide outstanding service to our customers. Another benefit is better internal communications with my employees. I recommend hiring Randi and her company to help create a culture of ownership among your employees. That has helped us improve the service we are providing our customers.
We engaged the services of Randi Busse and Workforce Development Group several times in an effort to raise the bar on the experience we are providing to our students. Her workshops are engaging, thought-provoking, and leave our staff with skills and techniques they can use immediately. The participants enjoy the workshops and walk away with a fresh sense of engagement in their jobs.
Thanks for your training! We really needed a training on this topic. It was fantastic…we all learned so much from you! You are a great presenter. I would like to be on your mailing list for the monthly newsletters. I’m looking forward to reading them and learning more from you. My new favorite word is RAVE!
I run a manufacturing company that serves 10000 customers a year and has 120 employees. I was having trouble getting my employees to treat each customer as an individual. I sought out a company that could help me improve our customer service response. I found Randi Busse online and after the first call knew that she grasped my situation. Having her come in and work with my team and do follow up sessions with my management has proved invaluable. She has helped me change the culture of my business to what I have hoped for but could not achieve. I would highly recommend her as a resource to help you take your company to the next level.
Personal-Touch Home Care of LI is a Licensed Home Care Agency located in Nassau and Suffolk counties. In the competitive home care industry, the need for exceptional customer service is an absolute necessity! Through our workshops with Workforce Development Group we were able to learn how Rant and Rave deal with their most difficult customer service challenges. Randi was very professional and personable. She was able to relate her Rant and Rave characters to every situation in a way that was understandable and relative to our business. Randi not only gave us the words to discuss poor customer service within our organization, but gave us the tools in how it should be fixed! I would highly recommend Randi and Workforce Development Group. The information and learning tools we received are invaluable as we continue to use them today!
Randi delivered a customized workshop to my employees on how to improve the experience they are providing to our customers. As a result of the time they spent with Randi, my employees are more engaged and committed to delighting our customers. It was a worthwhile investment as I hear my employees using the skills she shared with us and I am already seeing positive results. I recommend bringing Randi in to work with your employees if you want to improve your customer service.
Thank you very much for going out of your way to meet with me. You helped me to understand the importance of answering my telephone in a professional manner each and every time. I appreciated most how prepared you were to deal with my specific problems. The way you focused in on my unwillingness to make every telephone call about the customer and not about me was a true revelation. I will recommend your expert coaching to anyone who wants their telephone skills sharpened by a highly skilled professional.
Recently we employed Workforce Development Group and more specifically, Randi Busse, to put on a seminar for us. We had in attendance reservation agents, dispatchers, accounting personnel, and our airport employees. We wanted everyone who "touches" our customers to attend. Randi made it very interactive by having them answer her questions and getting everyone involved. Along the way, you could almost see the light bulbs going on over the attendees heads as they "got it". Her expertise in the field was proven as second to none, she turned our rank and file into "owners". Her teaching and coaching techniques really got through to our staff. We may recoup this investment by the end of the week!
I’d like to thank you for the time you spent with us these past few months. I think your program was extremely beneficial to our staff, and I know that it helped raise the bar on some areas where the level of professionalism may have been lacking. You made everyone feel comfortable and always kept the dialogue going in the right direction. I know that everyone walked away with more insight into their job and the company’s expectations.
Your presentation was great and overwhelmingly positive. I took plenty of notes and felt the content you shared in the time we had was valuable. A good outline for a lot of further work. Even though I feel our staff does a good job and better than most, I know there is a ton of room for improvement and consistency. I’m going to use your book to expand on our training. Again the feedback from other attendees was fantastic. If anything many craved digging deeper on how to implement the basics and beyond. Randi, you know your subject and are a wonderful educator for our industry.