10 September 2019
Sentence sentence sentence stop
|Instead of asking...||Ask...|
|Did the agent display empathy?||Did the agent reflect an understanding of the customer’s concerns that the customer validated?|
|Were all of the customer’s issues resolved?||Did the agent provide actionable solutions or a timeframe for follow up if solutions aren’t immediately possible?|
|Was the agent transparent?||Did the agent use explicit language to convey their next steps (i.e. “I’d like to place you on hold so I can double-check on this”)?|
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