Palouse Secret Shoppers has been servicing businesses throughout the US since 1999. We strive to give you the highest standards in service in helping you to evaluate your businesses. We can customize a secret shop or test call service to meet the specific needs of your company. This will help you pinpoint service and sales areas where your employees are exceeding, meeting, or falling short of your expectations and the expectations of your customers. Palouse Secret Shoppers will assist you in improving and maintaining a level of customer service that will increase the sales and the success of your business. It has been clearly demonstrated that an unsatisfied customer will affect your business 8-10 times more than a satisfied one. By implementing a program with Palouse Secret Shoppers, we are confident that together, we can reduce or eliminate problems that cost your company valuable business. We offer the following services to help you achieve and maintain excellence in sales and service:

1. Secret Shopper Program:

   Trained, anonymous secret shoppers evaluate all areas of your business relevant to customer service and satisfaction. Reports are submitted electronically via our web site and each report is reviewed for quality assurance. The report is available to be viewed by our clients within 48-72 hours of the secret shop. The timeliness of these reports will allow management to promptly address problems. Using data-base management software, we can plot historical performance for each of your locations, allowing you to compare performance across locations and identify customer service/satisfaction trends within locations. Access to client reports is password protected providing for strict confidentiality of the reports.

2. Test Call Service:

   Through test calling, the agent is tested and scored on general phone etiquette, sales ability, customer service skills, and current promotions. In order to achieve consistency in standards for all agents, and maximize profitability of your business, a test call program will reward those who excel, and correct problem areas before they cost your company valuable business.