Most frequently, we offer this as a complementary service to an existing CX measurement programme, where we have identified a need for additional frontline engagement and support.
We provide digital onboarding for every user of our reporting platforms, along with supporting materials & guidance to help drive engagement and understanding.
The training itself takes many different forms, and just as we do for each programme, we devise a structure that best suits each organisation and need.
We help our client’s service teams improve by:
- Internal Mystery Shopper activity
- Every colleague completes a competitor assessment, understanding service from the ‘other side’ (as well as providing some useful competitor insight too!)
- Structured half and full day workshops, with a focus on improving compliance to desired actions/framework through colleague engagement and understanding
- Mystery Shopper led accompanied visits
- Soft feedback sessions with a selection of Mystery Shoppers and frontline teams