Staff and Partners Are the Key ...

By now, you should have figured out that there are two focal points for the "One Stop Secret Shopper" program. They are:

• Customer service.
• Continuous improvement.

These two concepts go together, and we believe they are inseparable. Because of this, staff and partners have to be prepared to deliver customer service in a continuous improvement environment.

Training Is Foundational ...

It sounds good, but it won't happen unless you prepare your team (staff and partners) to deliver the goods! And that starts with training. Training is foundational to delivering customer service in a continuous improvement environment.

• Staff and partners must understand customer service.
• The team also has to have a clear vision for continuous improvement.
• And they have to know how the two fit together.

A Training Program ...

As part of the basic service for the "One Stop Secret Shopper" program, every member of your team will have an opportunity to go through the Customer Service in a Continuous Improvement training program. The fee for training is already covered in the basic cost for the program itself. There are no additional training fees for this service.

This six (6.0) contact hour training program is unique.

• Not a re-hash of old customer service training programs.
• Helps your team get a new vision for what they know (and do not know) about how their customers are thinking and reacting.
• Sets forth new priorities that impact customer satisfaction in the one-stop career centers.
• Introduces the team to the one-stop continuous improvement process (CIP).
• Prepares them for the mystery shopping that will take place after they have been through the training program.