Title Page
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Customer Support Area
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Support Professional Name, Title, Hire Date
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Evaluated on
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Prepared by
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Team Lead
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Ticket Number
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Ticket Date & Time
1st IMPRESSIONS
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Agent proactively engaged customer with energy, confidence, and care; was warm, friendly, and polite. *** Attitude reflects CARE (Customers Are Really Everything)
Beginning
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Answered the Chat <2 minutes
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Greeting and Warm Hello
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Agent Identification
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Company and Department Identification
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Offer of Assistance
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Use of /hello shortcut instead
Account Verification, Protection, & Confirmation/Update
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Full Verification of the Chatter
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Security Maintained
Agent Ownership of "WOW" delivered through Extreme Customer Service
Chat Handling
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Demonstrated polite and courteous language
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Used Correct Spelling and Grammar
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Established and Maintained Rapport with the Customer
Moving the Call Forward
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How the agent navigated the call forward, assuring the customer they understood their issue, need, and/or concern.
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Maintained Confidence During the Chat
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Used Empathy Statements
Agent Ownership of Customer Issues And Resolution
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Listening, Customer Reassurance, Making the Problem Their Own, Providing Choices, Resolution (if appropriate) and Follow-Up
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Owning and Assuring a Willingness to Help
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Asked Questions to Fully Understand Customer's Chat Request Reason
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Administered all relevant information to the customer
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Extra Mile
Ownership of Knowledge Base and Resource Usage - Call Resolution
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Agent Demonstrated Functional Knowledge of the Ease Platform
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Agent Demonstrated Confidence With Navigating the Ease Platform and Is Able to Guide the Customer Step-By-Step With Assurance Through Written Form
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Agent used Testing and Ease Resources for Solutions
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Finding the Actual Issue Customer is Contacting Support for Resolution
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Correct Solve Reasons Chosen in Zendesk
Last Impressions & Fond Farewell
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This portion of the interaction and customer experience aids in first call resolution assurance. There are times however, where immediate resolution doesn't fit and providing a follow-up expectation may be needed to end with a warm and sincere closing.
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Agent Restated the Problem and Solution
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Agent Thanked the Customer and Provided a Value Statement.
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Agent asked a question regarding any additional assistance needed at this time, and/or provided a follow-up expectation with a warm closing<br><br>
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Agent Captured Clear, Concise, & Accurate Information in the Ticket Including Any Internal Notes
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Maintained Customer Centricity and the Company Mission through the chat close.
