What We Offer
Telephone Analysis
Bespoke, Detailed Anonymous Evaluations
Bespoke, Detailed Anonymous Evaluations
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 £50.
Bespoke, Detailed Anonymous Evaluations
Bespoke, Detailed Anonymous Evaluations
Bespoke, Detailed Anonymous Evaluations
Detailed, Bespoke, Anonymous Evaluations
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 meeting to discuss your needs and expectations. This could include staff engagement, decor, cleanliness, outside areas, accessibility, and quality of product.
Your requirements are then passed to our anonymous evaluating staff:
Every shopper is hand picked for each assignment and fully briefed before any assessments are undertaken.
Custom reports:
Each assessment 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.
Prices start from £150 (plus expenses).
Follow-up visits are encouraged and can be added to your chosen package.
Back to Basics Customer Service Training
Back to Basics Customer Service Training
Back to Basics Customer Service Training
Back-to-Basics Training
Whatever your business, your customers are the most important factor.
We offer back-to-basics training:
which includes face to face training by qualified, highly experienced teachers.
Being friendly, smiling, eye to eye contact, product knowledge, knowing how to react to customer complaints (including online review), all contribute to the whole customer experience. If you get it right, they will come back.
Prices start from £499 for half day, hands on training.
Online and Ordering Evaluations
Back to Basics Customer Service Training
Back to Basics Customer Service Training
Ordering, Website, and Social Media Online Evaluations
What do your customers think about the online services offered by your company? Do your orders arrive on time - addressed and delivered correctly? Is the item as per its description? How effective is your returns policy?
We offer online mystery shopper services and will provide you with vital information, from accessing your website to ordering products online, cancelling orders, booking/cancelling appointments and simply checking out the ease of navigating your website.
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 evaluated. Acting as your customer, we highlight the areas that you need to focus on.
Whether you are looking to monitor something specific, or you would like advice on what you need to look for, we can help you set up a package which will present crucial information on how you can surpass your competitors.
Prices start from £150
Use Us For
Use us as a tool to improve team performance.
Use us as a tool to improve team performance.
Use us as 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!
Use us for the whole customer journey.
Use us as a tool to improve team performance.
Use us as 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.
Use us for your staff training.
Use us as a tool to improve team performance.
Use us 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 !