Great Customer Service Comes with Mistakes

We All Learn from Our Mistakes

We’ve discussed before how anything you want to do well requires practice, and to get better, you typically need a coach. At SkilCheck, we act as sales coaches, helping people understand even the small nuances that can help close a sale or make it more effective. It’s important for us to guide individuals by pointing out that a sales call doesn’t need to be 30 minutes long. I’ve heard people conduct calls in just three and a half minutes that were incredibly effective, with meaningful interactions.

Of course, some people may take longer on the phone, and that’s fine. The focus shouldn’t be solely on the length of the call but on guiding them to understand the possibilities regarding your store or property.

Not Every Customer Service Phone Call Will Be Perfect

When employees or managers receive their scores from telephone mystery shops, and the results aren’t great, it’s important to understand that this doesn’t mean they won’t improve. It’s simply a signal that there were areas where they could have performed better. A low score on a customer service evaluation should not be taken personally; rather, it serves as a tool to help them enhance their skills.

Use Your Shop Results to Help You Be More Engaged

It’s important to understand that some managers view mystery shopping as a negative experience, thinking of it as a remedial class. However, that’s not the right approach. Continuously learning and striving for improvement is essential. At SkilCheck, we regularly discuss ways to do things differently. Sometimes, customers even suggest great ideas that we can implement.

Being open to interacting with customers is crucial. These conversations don’t have to feel sales-oriented; rather, they should be organic and genuine, so they feel more comfortable for you. When interactions feel overly scripted, it can turn people off. The key is to engage naturally, fostering authentic dialogue.

Learn from the Mistakes

You can’t take a mystery shop result personally. When you receive a low score, it’s important to accept it and say, “Okay, I made a couple of mistakes, but I will improve.” Practicing with a co-worker can make a big difference. We have a client whose managers from different stores call each other posing as customers. They have fun with it and often come up with creative names and scenarios.  The conversation usually ends in laughter, but always ends in something learned!  It’s all about practice and maintaining a positive attitude. This approach will ultimately help you improve.

Don’t stress your mistakes; instead, focus on fixing them. Remember, mistakes are opportunities to learn and grow.

Our Monthly Training Sessions Help Everyone Improve

In our monthly employee training meetings, all managers and employees who are mystery-shopped come together to discuss various topics.  When someone I the group highlights a mistake they hear on a sales call, perhaps it’s because they used to make the same error themselves, fixed it, and now believe others should do the same. They often share tips and tricks about how they approached these challenges.

Customers Thrive on Your Great Customer Service

To create a customer experience that exceeds expectations, it’s essential to be helpful and address the customer’s needs. Some customers may require more time, while others may prefer quick interaction, such as a brief acknowledgment before moving on. However, some customers seem unsure about their next steps and need additional guidance.

You can provide them with resources, such as cards for other assistance, to help them navigate their situation. It’s important to recognize that while some customers may overthink their options, this can happen with both older and younger individuals. In fact, I’ve encountered younger customers who are unsure where to begin, and it’s nice to be able to help.

Don’t Stress!

Many managers tend to overthink this process, leading to worry and a spiral of frustration. When they encounter two negative experiences in a row, they often decide, “I’m done with this.” For example, we have a client who requested that we stop shopping with one employee because he is resistant to feedback. While we understand their frustration, we don’t want anyone to give up. That’s why we offer monthly training sessions that are engaging and positive; we want to help them maintain their customer service skills. They CAN succeed!

Interestingly, we’ve noticed that some of the most apprehensive individuals tend to overthink the process. They often believe, “Oh no, this could be the mystery shopper,” which adds to their anxiety. However, once they simplify the process into five manageable steps and commit to learning, they can shift their mindset. They realize that if a customer is in a hurry, they may lose their attention, but if the customer chooses to engage, they can provide excellent service.

We’re Here to Help You Practice Your Skills

Our shoppers are not here to make your life difficult. I truly believe that every time an employee responds to a customer, they should see it as a practice opportunity, even if the customer is real. Even if they suspect it might be a mystery shopper, they should always strive to do their best. This mindset helps them understand how their interactions come across, and from there, we can offer techniques for improvement. Remember, it’s never personal.

Additionally, we’re not trying to make everyone fit into a mold. That would be boring.