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”)? |
