Our Mystery Shopping and Call Scoring Services identify opportunities to improve your team’s telephone sales skills.
KTN’s team downloads your actual call recordings to score and send by the same process as traditional “secret shopper” telephone mystery shopping. KTN can recommended providers.
KTN offers a “core” criteria based on our training concepts, or we can work with a scoring model already in place.
As soon as your designated KTN Training Coach scores a hotel reservations or sales mystery shop call, results are sent by email including a link to view the checklist, coaching tips, and to play the audio recording.
If you have used reservations, sales, or front desk secret shopper services, you may have received a high scoring report that – when you listened – did not sound so good.
KTN offers the option of a separate letter grate for “Quality,” reflecting gracious, authentic, personalization.
Kennedy Training Network’s lodging industry and hotel telephone mystery shopping and remote call scoring services are available as a stand-alone service or can be packaged with any of our on-site or remote hotel sales, hospitality/guest service, or reservations sales training programs.
Insights and tips on enhancing hotel operations and guest satisfaction.
