Testimonials
“We’ve worked with Silent Customer for many years. The team have been key in helping us to embed new call standards, develop upselling skills, and incorporate behaviours across our retail and restaurant teams.
There’s never a “one size fits all” approach – it’s a highly personalised service that allows our managers to focus on key improvement activity across our sites.”
Rick Stein
Rick Stein
What were you looking to achieve by enlisting our services?
We've worked with Silent Customer for a number of years. Our initial reason for using the company was to support with mystery shop visits - we had a number of areas in the business that were sometimes inconsistent in their approach.
How has the relationship developed over the years? Silent Customer was key in supporting the embedding of new call standards for our reservations team. We were able to use the calls as training tools on a one-to-one and team basis, and develop interpersonal skills over the phone. The call reports also helped to develop upselling skills that focused on the customer experience.
Likewise, it helped us to embed behaviours, as well as flow of service skills and knowledge with our retail and restaurant teams.
How is Silent Customer incorporated across the business? We now use Silent Customer to capture reviews, reply to customers, carry out trend analysis work and allow managers to focus on key improvement activity within our sites. This is a key tool for managers to use day-to-day in their roles while managing guest feedback.
The team have always been very responsive. If we have any queries or questions, they work with us to ensure our mystery shop visits and reviews are specific to us. There’s never a “one size fits all” approach.