Tag: mystery shopping

Customer service is about selling: selling the right product to the right customer in the right place at the right time. Many factors will determine customer service and, therefore, many factors have an impact on sales. In today’s challenging economic environment, many companies have fewer customers so they must sell more to the customers they do have.

Listening to employee phone calls allows you to imagine yourself as the customer and hear firsthand how your employees interact. Many times managers of front line employees would like to listen to employee conversations but don’t always have the capability to do so. Other times, managers have monitoring capabilities but must listen for hours to hear how multiple employees approach the same inquiry.

Many companies that are considering the implementation of a telephone mystery shopping program ask us for sample mystery shopper survey questions.

CARY, N.C. —Elaine Buxton, president of Confero, Inc., (www.conferoinc.com), a national customer experience measurement firm, has announced that Janet Morrison has been named business development manager. Morrison joins Confero with more than 20 years of marketing and sales experience, and 18 years of experience in the financial services industry. Her background includes leading client service […]

CARY, N.C. – July 8, 2009. Elaine Buxton, president of Confero, Inc., (www.conferoinc.com) has announced that the firm has been ranked No. 51 on Business Leader magazine’s 2009 Top 100 N.C. Small Businesses list. Celebrating the top small businesses in North Carolina, Business Leader magazine’s Top 100 distinction honors companies that have achieved significant revenue […]