secret shopper Archives

Unlocking Promise, Potential, and Purpose Through Effective and Personalized Coaching

10 February 2026

Great leaders don’t just want better performance — they want to help their people unlock something deeper: their inherent promise (the spark of talent), potential (untapped capacity), and purpose (meaningful direction that improves lives).

The most effective way to do this? A powerful combination of training and personalized coaching. But too many organizations treat them as interchangeable — missing out on real transformation. Here’s the clear difference, and why both are essential for human-centered growth.

What Training Does — Building the Foundation- Training

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Technology Can’t Replace the Human Touch

8 January 2026

Ever been stuck in an endless chatbot loop, typing “agent” 10 times trying to speak to a real person?
Customer service is being dehumanized- and it’s frustrating customers and burning out teams.
Don’t get me wrong: AI and tech are amazing for handling simple, repetitive queries quickly and at scale.
But technology can’t replace the human touch. Empathy, active listening, creative problem-solving- that turn frustrated customers into loyal ones.
Recent surveys back this up:
· 93% of consumers prefer

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Skills Base Program Improves Your Team and Customer Care

20 May 2025

Tooty Inc. has a solution 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

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2025 Weather Issues Challenge Customer Service

31 December 2024

They are predicting a major storm as 2025 starts and even though environmental services organizations have been through storms before, customers aren’t very understanding when it comes to delays in picking up their garbage. Often-times the only tool the customer service teams have at their disposal is to wait for updates on routes from the operations team and to hesitantly suggest recovery will be attempted “hopefully tomorrow”. You should be better prepared. You can be better prepared. Your team can surprise your customers with their great attitudes and

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Tooty Inc. Offers Skills Based Program to Improve Customer Care

30 September 2024

Tooty Inc. offers a time-tested solution 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’

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Your Customers Detest 3 Things

19 December 2023

People everywhere detest long-hold times, being passed around from one person to the next, and yes- A.I. posing as a real person.

Long hold time stats from your phone system can point the finger at staffing issues but long hold times also diagnose inefficiency. Here at Tooty Inc., we listen to and evaluate thousands of customer conversations every year and have found that often times the calls stacking up in the queue are due to individuals being poorly trained on product and service information and being unsure of the protocols for resolving issues.

Passing

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Making Waves in Customer Service

29 October 2021

It is such an honor for us here at Tooty to interact with and listen to so many amazing customer service representatives each month. Whether we are making old fashioned secret shopper calls or evaluating recorded customer calls for our clients, we find some amazing experts who also love interacting with their customers.

Those who are bi-lingual representatives and switch from one language to another throughout their day are exceptional and I had the opportunity to showcase one of the best bi-lingual representatives in Canada during a recent presentation to sales and marketing students at Chicago-based

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Customer Feedback-Tooty Training

28 April 2021

Tooty Training is not fluff. We don’t offer trendy catch phrases or techniques to improve your customer service or sales teams. We have evaluated over 250,000 conversations. Evaluations were not completed by A.I., but highly trained individuals who have the skills to assess conversation, sales process, marketing strategy, problem solving and how customers are treated.

We are a key to successful culture change. We understand how to effectively train those who are working from home or a workforce that has been disrupted by Covid. We love helping individual people grow in their

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Skills Based Program to Improve Customer Care

25 February 2020

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

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Computer System Issues Impact Customer Service

17 June 2019

Recently, news channels reported that in Chicago and all over the country, computer systems at Target stores stopped working. A Sun Times reporter shared, “People reported waiting in line for more than 45 minutes before giving up altogether. During the downtime in Chicago, the lines grew… shoppers took to social media to warn others and share a laugh.”
At your local customer service office or call center, you may have experienced something similar. A customer calls in, you try to look up the account or address and realize the system is down. Panic

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