Live Webinars & Training
$99 Webinars and $129 Streaming Conferences. We can train 1 or 1000 over the computer or in your conference room.
Coaching
We focus on Sales, Marketing, Leadership, LEAN Operations, and Customer Service. Where can we help you?
Assessment & Training
We focus on Sales, Marketing, Leadership, LEAN Operations, and Customer Service.
Speaker Services
We are perfect at the podium -- Winning with a whiteboard. Give us a day and we'll educate, motivate, and inspire your group to achieve more.
ICD Mystery Shopper System from Team @ Work
What sets your business apart?
In your competitive marketplace, getting "new" customers can be challenging. Retaining the customers you already have shouldn't be. How well does your business retain current customers? Do you know what your receptionists and customer service representatives are actually saying to your customers? Is your current training program adequate for the type and volume of calls your business gets on a daily basis? Does the customer, client or patient find it frustrating to use your products or services?
Customer satisfaction is often the determining factor for a repeat customer. Since referral sources and patients can choose the HME company that will provide their equipment, oxygen, supplies and service: what makes them choose yours? If the customer isn't satisfied, they will go elsewhere the next time they need durable medical equipment or HME supplies and services. This is true for both individuals and corporate contracts. In this economy, can you afford to lose this revenue?
What does a Mystery Shopper do for you?
Our experience has shown that simply training someone on how to answer the phone and take an order does not translate into increased revenue. It takes more than just giving great information to make the sale.
The ICD Mystery Shopper System is an opportunity for you to "diagnose" the potential reasons behind revenue loss and lack of customer retention. As a business owner, partner or manager, you can get an objective view of how your employees are interacting with customers, clients or patients via random telephone calls to your business. Each phone call is crafted to fit your current offerings, retail setting, geographic location, and desired focus. There are multiple scenarios from which to choose based on your specific circumstances.
Our callers and coaches go beyond just "testing" and "evaluating" your team. We strive to uncover where your team is right now, to understand where you would like them to be, and to coach them so each team member can grow and be as proficient as possible. At the end of the project, you will receive a written report including coaching points for every call, an overall evaulation, the baseline qualifiers for each scenario, the individual call reports, and each recorded audio file for your review and training purposes.
How does it work?
As the business owner, partner or manager, you will complete an initial assessment on each of the team members you want enrolled in the system. This will provide our Mystery Shopper/Coach with a baseline from which to work. Then, you will pick the scenarios you would like for each employee enrolled. You would also have the flexibility to choose a time frame for the package you choose. Last, you would be able to afford your team follow up coaching in the areas where they are not meeting your expectations. Follow up coaching allows the team member to receive positive feedback and an opportunity to formulate corrective action planning to produce outrageous customer service.
Areas the Mystery Shopper/Coach will assess include: communication, listening, product/service knowledge, call handling, tone/voice inflection, telephone etiquette, pitch/clarity, directing the customer, asking for the business, probing, fulfilling customer needs, going "above the call of duty", industry knowledge, and others. We can even help you flesh out a more comprehensive training program (if needed) to fit the unique circumstances in your business or office.
Our signature program is built on over 45 years of experience in the HME, healthcare and pharmaceutical industries. Capitalize on our experience in sales, customer service, coaching, training, development, marketing and leadership. Let the ICD Mystery Shopper Service help you recover revenue loss and exceed your monthly goals.
When can we start?