Mystery shopping provides a true test of service and sales from your customer's perspective.
Operator Service Evaluation
Trending - Posing as a customer with a specific service or property-related question, ProSolutions will phone your operators the requested number of times per month and evaluate their customer service. Our evaluation will include comments that describe the interaction and include suggestions for improvement. You will also receive an efficient and easy-to-read spreadsheet detailing who was spoken with, if the full greeting was given, if positive tone was utilized, how long the caller was on hold, and more.
Posing as a prospective guest, ProSolutions will phone your reservation agents with the intent of securing a reservation. After the call, you will receive our Reservation Evaluation, which rates the performance of your agent and his or her successes and failures, including communication skills and the promotion of your amenities. This evaluation also includes specific suggestions for improvements for all areas of opportunity.
Sales and Catering Evaluation
Trending - ProSolutions will pose as a customer interested in your product or service. The Sales and Catering Evaluation evaluation will give you a snapshot of how your team member performed across 16 vital sales skills and provide focused suggestions for improvement. Get a highly detailed and targeted evaluation that will cover all aspects of the sales experience for the customer and will provide detailed suggestions for how your team member can improve.
Compliance and Accuracy
Federal and State laws have greatly expanded over the last century, placing a greater burden on businesses and their staff stay compliant. By working with us you will receive a detailed evaluation explaining whether your team was in compliance with any and all legal and corporate requirements you wish to be audited. Compliance evaluations from ProSolutions will help you reduce your liabilities and maintain peace of mind.
Team Policies and Procedures
ProSolutions will travel to your location undercover, working side-by-side with your team to learn their policies, rate their performance, observe them in action, and understand your client base. Based on our experience, we will produce an executive Team Policies and Procuedures report that highlights areas of success and failure, and makes actionable suggestions for making your operations more efficient, cost-effective, and customer-centric.
Customer Service Evaluation
ProSolutions performs mystery shopping (“secret shopping”) evaluations or recorded phone calls from customers to produce a thorough evaluation of one of the most valuable parts of your team. We evaluate your customer service representatives according to accuracy, rapport, and customer satisfaction. Our report identifies areas which need improvement as well as areas of success. Specific suggestions for improvement will be included to facilitate the ongoing development of your team.
Website performance and effectiveness should be a significant consideration for any business in the 21st century. After all, customers prefer companies who exhibit good customer service over the web. ProSolutions will evaluate your website and rate the level of accessibility users have to your team. We will pose as a potential customer and submit a RFP through your website, recording how long it took to receive a response, how the response was received (call or email), as well as other factors.
Total Customer Experience
ProSolutions will pose as a potential client using an authentic scenario and will engage in a typical and comprehensive customer experience. An audit of a hotel, for example, may include a call your location to make a reservation, receipt of any pre-arrival emails, a phone call to the concierge or front desk to inquire about transportation, visitation/use of each of the key amenities/services you desire audited (dining, spa, shopping, and so on).
Concierge Service Evaluation
Posing as a guest who will be staying at your hotel, we phone your concierge desk to utilize their services, such as making reservations. You will receive a detailed evaluation summarizing all aspects of the guest's experience along with actionable recommendations for enhancing the service and experience.
Phone and Internet (ERFP) Responsiveness
Trending - Acting as a customer, ProSolutions will either phone or submit an online ERFP to your hotel to track how long it takes your S&C department to respond. With an ongoing program, you will receive a summary document showing averages and trends.
“ProSolutions has played an integral part in raising the service level we deliver to our guests and increasing our ability to make them lifetime Ritz-Carlton customers.”
Sheena Hutchinson Corporate Manager, Reservations, Ritz-Carlton Hotel Company