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How to Avoid the Common Customer Service Mistakes Small Businesses Make

Customer service is a cornerstone for all successful businesses, but it is especially critical for small companies where every individual customer matters. Despite this fact, many small businesses fall into common traps that damage their reputation and, ultimately, their bottom lines. Let’s talk about these mistakes and consider actionable advice…
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Train for Success: Use Mystery Shopping for Leadership Development

Strong leadership is the cornerstone of any successful small business. Effective leadership drives both company growth and fosters a positive work environment, as it sets the tone for providing an exceptional customer experience through example. When leaders prioritize customer satisfaction, their actions resonate through the company and provide the right…
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The Role Mystery Shopper Serves in Continuous CX Improvement

Maintaining an exceptional customer experience is critical for long-term success. Perhaps the most effective strategy to ensure continuous improvement is through the use of a mystery shopping program, especially as it relates to employee training. But what does continuous improvement really entail, and how can mystery shopping benefit small businesses…
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Recruiting the Best: What We Look for in a Mystery Shopper

Becoming a mystery shopper offers you the unique opportunity to contribute to the success of small businesses around you while enjoying the perks of a flexible schedule, timely pay, and other benefits. At The Brandt Group, we are always on the lookout for individuals like you who embody the qualities…
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Beware the Over-Reliance on Automation in Customer Service

We’ve seen the major technology companies like Google, Apple, and Microsoft invest hundreds of billions of dollars into developing machine-learning software to improve everything from the photos we take with our smartphones to how personal assistants transcribe text-to-speech. There’s also been a mad scramble for across all industries to adopt…
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Essential Advice for Navigating Frustrated Customers

If your job involves interacting with customers directly, then you will have to know how to deal with frustrated and upset customers. They are inevitable. And how you respond can significantly impact the customer’s experience and your company’s reputation. So, here are three crucial strategies for effectively managing these challenging…
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Training is Never a Waste

Many industries see a high yearly turnover rate, but hospitality can seem downright like a revolving door, as high as 70% according to the Bureau of Labor Statistics. It’s no wonder that many managers and business owners shy away from investing in employee training, as it just seems like a…
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You Should Mystery Shop with The Brandt Group

Have you ever walked into a store or restaurant and thought, “This place could be so much better with just a few tweaks?” Are you someone who loves shopping and dining out? Are you keen on making a positive impact in your community? Do you want to play an important…
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Connecting with Customers

Building meaningful connections with your customers is the cornerstone of all successful sales and customer service. It’s not enough to push a product of service without giving the customer any consideration; you must foster genuine relationships build on the foundation of trust, understanding, and respect. Let’s examine the fundamental qualities…
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