What We Offer
We provide a comprehensive range of services, from a basic tick-box audit to a thorough, bespoke audit of your business.
Regardless of the nature of your business, we are confident in our ability to identify potential issues that may be hindering its growth and success.
We also provide comprehensive customer service training and management training.
See below for an overview of our services, or contact us for more information.
Our basic package offers a standard tick-box audit.
It covers everything from cleanliness and accessibility, to standard of food, and staff interaction. Your requirements will be discussed at the initial meeting.
Prices start at £50( Previously£80)plus reasonable expenses for food and a drink for up to two auditors.
Our Services
Telephone Analysis
Back to Basics Customer Service Training
Bespoke, Detailed Anonymous Audits
Telephone Analysis
Speed to Answer:
Evaluate how quickly you answer customer calls, or how quickly your team responds to inquiries.
Quality Assurance:
Evaluate your team's performance on calls and ensure alignment with your brand values and standards.
Customer-focused Improvements:
Identify areas for improvement that can lead to increased customer satisfaction.
Compliance Tracking:
Confirm that team members follow policies and scripts, ensuring consistency and adherence to brand standards.
Real-Time Insights:
Access to timely telephone mystery shopping reports and insights to address service gaps immediately.
Prices start from £35 (Previously £40)
Bespoke, Detailed Anonymous Audits
Back to Basics Customer Service Training
Bespoke, Detailed Anonymous Audits
Detailed, Bespoke, and Anonymous Audits
We know that every business is different and we provide a service which matches your individuality and is created to meet your needs.
We get to know you:
Initial face to face meetings to discuss your needs and expectations. This could include staff engagement, decor, cleanliness, outside areas, accessibility, and quality of product.
We will meet as many times as necessary to finalise exactly what a business requires.
Your requirements are then passed to our anonymous auditors:
Every shopper is hand picked for each assignment and fully briefed before any audits are undertaken.
Custom reports:
Each audit has its own bespoke checklists, specifically designed to find out exactly what you’d like to know, as well as recommendations to move forward. For more detailed analysis we offer a SWOT analysis format.
Customer-focused Improvements:
We identify areas for improvement that can lead to increased customer satisfaction, and to achieve the important five star reviews.
We can also test and monitor your social media channels.
As one of the main ways people communicate, it is vital that your social media platforms are up to date and engaging. Acting as your customer, we highlight the areas that you need to focus and improve on.
Bespoke packages are £100 (Previously £150). Expenses apply, normally two reasonably priced meals and two soft drinks. Please contact us for prices if you have two or more establishments.
Follow-up visits are encouraged and can be added to your chosen package.
£50 ( Previously £80)
(Expenses apply as above)
Back to Basics Customer Service Training
Back to Basics Customer Service Training
Back to Basics Customer Service Training
Back-to-Basics Training
We offer back-to-basics training:
which includes face to face training by qualified, highly experienced teachers.
In an industry driven by word-of-mouth and online reviews, great service leads to positive feedback on platforms like TripAdvisor, Google and Yelp-boosting your brand image.
Effective staff training also leads to guest satisfaction and loyalty, which gives a business a competitive advantage.
Staff who are confident in their jobs creates a solid workplace environment, fosters strong teamwork by promoting shared goals, clear communication and a supportive work environment.
We offer both management training and staff training.
Prices start from £599 for half day, £999 full day, hands on training.
Management training
£599
(3 hours)
Use Us For
- A tool to improve team performance.
- A tool to improve team performance.
- A tool to improve team performance.
Unless you train to exacting standards, your staff may not know what the expectation of customer service is, much less how to deliver it.
Gaining insights that will assist to improve either team or individual performance.
We highlight any weaknesses in your business, enabling you to be specific with your training, as well as acknowledging
Unless you train to exacting standards, your staff may not know what the expectation of customer service is, much less how to deliver it.
Gaining insights that will assist to improve either team or individual performance.
We highlight any weaknesses in your business, enabling you to be specific with your training, as well as acknowledging what your staff do well.
But remember, A Friendly Face (Under Wraps!) offers training too!
- For the whole customer journey.
- A tool to improve team performance.
- A tool to improve team performance.
Your whole customer journey.
Covering every scenario, from a basic telephone call, to accessibility, to evaluating and recommending your social media presence, your package will be bespoke to your business, giving you the edge over your competitors.
- For your staff training.
- A tool to improve team performance.
- For your staff training.
Back-to-basics, old-fashioned, customer service training.
Our staff have years of experience in both customer service excellence and teaching and can train staff on politeness, friendliness, eye contact, telephone manner, how to reply to negative reviews and in-house customer complaints, as well as any specific requirements highlighted by
Back-to-basics, old-fashioned, customer service training.
Our staff have years of experience in both customer service excellence and teaching and can train staff on politeness, friendliness, eye contact, telephone manner, how to reply to negative reviews and in-house customer complaints, as well as any specific requirements highlighted by the business.
Your business - your training requirements !