Mystery Shoppers

[Enrique Jevons]

Has anyone used a mystery shopping company to find out how well your staff is perceived by others?  I have 5 administrative staff members in my property management firm, and I trying my best to improve their customer service skills.

My main interest would be to have telephone mystery shops done as I would think that in person shops might be expensive.  I just emailed a few mystery shop companies, so I'll find out how much it all costs next week, but I'd like to hear if anyone has had any experience in dealing with mystery shopping companies or has any tips for me so that I don't make any mistakes.