Frogmore Consultings training is a real movement within the training and development arena. We wanted to upskill our people to give them more confidence to enhance their day-to-day work ethics and knowledge."
Louise Rengozzi, Marketing & Comms Manager, Crunch Simply Digital
Marianne provides honest reality checks and insightful wisdom that can be implemented for instant results and business growth. "
Sarah John, Boss Brewing
After Mariannes course on Customer Care as Profit Source I had so many great ideas. I talked for ages afterwards about it with my colleague/husband. The day flew by because of Mariannes witty presentation style. The best course on marketing I have been on so far. "
Cathy Fenton, Gower Adventures
Marianne's professionalism and high degree of energy makes everything she does a tremendous success and extremely motivational. Always using a creative approach her expertises in marketing, service or creating sales are exceptional. "
Linda Narbeth, Cherry Blue
Marianne has helped me look at the business in a different way and has shown me a different way of doing things. The business is changing for the better with the help from Frogmore Consulting and I look forward to continuing our work with them in the future. "
David Edwards M.D. The PlayKing
Within minutes of meeting with Marianne, she had used her clever questioning technique to help me solve my problem. She is such an excellent mentor and clever motivator."
Gill Hands the Speech House Hotel
After just one session the staff were more confident in expressing their views, which lead to a change in procedures and resulted in higher service levels."
Hotel Falcondale
We teamed up with Frogmore to help drive standards in the centre through a very detailed Mystery shopper process being implemented. We are very pleased with the results we were getting."
LC2 - Swansea
The team were more proactive and motivated, with better communication teamwork - Marianne is a great trainer who involves everyone that attends."
Town and Country Hotels
The course created an opportunity for staff to refresh and further develop their knowledge of Customer Service. The staff really enjoyed the course and the team are performing well."
National Waterfront Museum
Working with Marianne was a pleasure. She got me to focus on targeting my marketing for it to become more effective. I look forward to working with her again in the near future."
Lolfa Cynin

Mystery Customer

7th January 2014

Customer service it’s not rocket science

Increasingly companies are paying more attention to the quality of service delivery as a competitive tool. Customer care as a profit source means quite simply that everyday your team are creating and seizing opportunities for customers to buy, as the level of service determines the customer spend.

Frogmore uses the Mystery Customer process to measure and monitor their client’s service levels there is nothing like an unbiased opinion from a trained researcher to determine the customer experience first-hand.
However there are many other ways of measuring and improving service levels try using Frogmore’s top five quick review techniques:
Review - Team Morale: how happy are your team. High morale = high sales
Review - Service Standards: check they are visible and embeded
Review - Internal Marketing: make sure you tell your team before telling the customer whats on offer
Review – Measurement Procedures: if you cant measure it you cant manage it

and finally review customer feedback systems and ensure the voice of the customer is driving your business forwards in the right direction.

Frogmore Consulting is an expert in Customer Experience Management if you need guidance