Pre-training Mystery Shopping Activity
Pre-Training Mystery Shopping Activity
Experience Customer Service from the Outside In
Before we dive into the training, we’d like you to complete a simple but revealing task: two mystery shopping phone calls.
Your mission? Call two well-known competitors and take note of how you’re treated as a customer.
This isn’t about comparing prices or judging product features—it’s all about the experience. How easy was it to get help? How friendly or professional did the interaction feel? Were you left with a positive impression?
You can take the “Pre-training Mystery Shopping Activity” here:
Why This Matters
Great customer service training starts with understanding what good (and not-so-good) service actually feels like. These mystery calls help you:
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Step into the customer’s shoes
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Identify what makes an interaction feel smooth or frustrating
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Spot best practices you’d want to adopt—or avoid
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Come to training with fresh insights and real examples
How to Complete This Activity:
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Choose Two Competitors: Preferably those with a strong brand presence or reputation in your industry.
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Call as a Customer: Ask a genuine question, request support, or inquire about a service.
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Observe and Reflect: Pay attention to tone, attitude, responsiveness, clarity, and overall experience.
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Take Notes: Jot down what stood out—both positive and negative.
You’ll be referring to your findings during the training session, so come prepared to share your impressions.
