Tooty Inc. provides solutions to reduce costly mistakes, improve customer care, and establish higher service standards.
Lori Miller, President of Tooty Inc., stated, “Customers want to be served by representatives who are more than friendly personalities. They want to be helped by someone who knows how to assess their needs, provide accurate information and appropriate solutions in a timely manner. That level of service does not come about through a motivational customer service training program. It requires accurate assessment of customer service representatives’ skills as they interact with customers and training that develops individuals into experts.”
Step 1: Assess Individual skills
There is gold to be found in customer conversations. A call evaluation program, Secret Shopper, where the details of a conversation are evaluated to assess customer experience, accuracy of information and effectiveness of solutions, provides a wealth of information for continuous growth and accountability.
Tooty Inc.’s benchmark Secret Shopper assessment will provide actionable recommendations based on their expert assessment of recorded customer conversations. An executive summary is provided to guide leaders as they validate accuracy of information customers are given, determine ways they can reduce costly mistakes and provide clear standards for customer service. Easy to implement recommendations are provided to better affect change.
Step 2: Establish High Level Service Standards
Tooty can help you categorize the types of customer conversations that happen most frequently, create the process and scripting for a perfect customer experience, document the correct processes, answers and information for each call type. Tooty Training ® is created and provided to leaders who are accountable for customer satisfaction and to the individuals who are responsible for providing exceptional care to customers.
Step 3: Weekly Feedback
Today’s workers like to know how they are performing, how they compare to others and what specifically they can improve upon to become experts within their organization. Expertise has value to both the individual and the organization. Tooty scored performance evaluations not only provide an individual feedback on his or her performance, but skills are tracked separately for a team so that a manager is able or provide immediate training and coaching. All results are available via an on-line dashboard.

Assessment of current skills for every person and a pathway to be developed into an expert is the secret ingredient to reducing costly mistakes, improving customer care, and establishing higher service standards.