ITS Incognito Mystery Customer call programmes for the Hospitality Industry in Europe

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Mystery Customer Telephone Audits

Are you confident that all your front line staff:

- Provide a level of service to your customers that meets your standards?
- Offer a consistent level of service at all times of the day?
- Offer a consistent level of service throughout your organisation?
- Build a rapport and relate to the customer?

            Do all your Sales staff:

              - Demonstrate proactive sales skills rather than acting as order takers?

              - Ask the correct questions in order to identify the caller’s needs?

              - Give information in order to create desire in your product?

              - Upsell at every opportunity?

              - Suggest alternatives if the requested product is not available?

              - Cross sell or refer unwanted business to sister hotels or units?

              - Offer to ‘waitlist’ if there is no availability?

              - Offer to send a brochure to callers who do not make a booking?

              - Turn the caller into a customer?

            If you answer NO to  any of these questions, ITS Incognito is here to help. Even if you answer YES  to all of these questions, we can provide you with a means of measuring your  staff’s performance that is independent, unbiased and objective.          

An agreed number of recorded ‘incognito customer’ calls are made to your venue or call centre at monthly or regular intervals. Our Incognito Assessors measure the service received against a pre-agreed defined standard.

Current Mystery Customer programmes include:

Meetings and events
Room reservations
Group sales
Spa enquiries
Corporate golf, tee time enquiries, golf membership
Club membership
Restaurant reservations
Brochure requests

features

Independent evaluation
Mystery Customers who are trained to mirror your real-world callers
Bespoke Call Scenarios
Detailed Sales Process Measurement Report
Sound file recording of each call – downloaded from the website or sent by email
Sales collateral & proposals sent by your sales staff to our Mystery Customers by email,
post or fax are forwarded on to you
Monthly comparative and trend summaries

benefits

A chance to see your service through the eyes of your customers
Increased sales and revenue
Opportunity to recognise and reward staff for outstanding performance
Identification of training and coaching needs
Improved professionalism
Increased service levels
Consistency of service
Increased customer retention