Are Your Employees Well Trained?

Posted by Katelyn Thomas Jun 21, 2008

When I worked for a veterinary office right out of college, my boss used to have the office manager call up on her days off and ask us about different services. He had a good idea, although it probably would have worked better if he had someone call who we didn't talk to every day! Her voice was pretty recognizable.

There is no better way to find out how well trained and customer friendly employees are than to have someone ask the same questions a customer would ask and then give you feedback on the employees' responses. If the employee doesn't do a good job, you can institute some training sessions to help him or her learn the skills that are missing. For employees that answer the phone incorrectly or don't seem to know how to deal with an unhappy caller, perhaps some classes in customer service through an outside organization would be a good idea.

If you'd like to set up a regular schedule of employee check ups, you may want to consider using a secret shopper company.