The submitted diploma thesis follows the results of the bachelor thesis, which was aimed to review the level of quality of provided services and communication skills of selected staff of the Central Office of Labour, Social Affairs and Family Lučenec, through the mystery calling. The conclusion of the thesis provided recommendations for practice and defines the structure of ethics code of telephone communication to ensure and maintain a high level of quality of provided services. The aim of diploma thesis is to evaluate the possibility of applying these measures into the practice of the Office of Labour, Social Affairs and Family. The work deals with the issue of theoretical classification of mystery shopping and also describes its´ meaning and importance, as well as its´ various forms of using. Next chapter defines the possibility of using this control method in state administration, with the focus on providing support to persons in material need. The analytical part of the thesis is based on the results of interviews with the clerks and it analyses the possibility of applying of formulated recommendations into practice. The results pointed out, that the implementation of these measures into practice is limited by the character of the clerks´ work. At the same time the proposed code of telephone communication seemed to be suitable for everyday use within the communication with clients of the Office.