Agree with all comments. We are seeing this nationally and @ The Pivotal Companies via our shopping program. We have ramped up our training and offer one on one phone skills training as an additional service to our secret shopping program in an effort to really dial in and hold the teams accountable. Be certain to celebrate the WINS and make a BIG deal of those doing great to help incentivize those struggling to listen, watch, & learn from the team members that knock it out of the park! Good luck, & would be happy to strategize with you! Shoot me a message if you are open to it!

Oh yes, these are great comments. We’ve been doing audio and video recording for years now and it’s so much better for training but after Covid, the customer experience was ramped up in our questions so it’s been a challenge to get those scores higher however in reviewing scores, seeing high ratings will trump the score. I’ve also sent out short video quick tips to the sites being shopped that the associates found very helpful. We have a telephone notepad too so it’s easy to flow in their personality and convo instead of robotics.

Pattie Woods us too!

We just tweaked our whole program including changing questions to be more relevant. We also do a virtual class for anyone scoring below an 80. But remember a shop is one person out of how many??? We ask our associates to listen to real calls in CRM and grade those. That can be very eye opening for sure. The Pandemic set the world of customer interaction back, so we are back to basics.

Rommel Anacan same!!

Thanks for asking this question, Angel! I'm finding the responses super helpful for me!