Excerpt just for creating the following table:
| Topic | Pass | Partial Fail | Fail |
|---|---|---|---|
| Contact correctly and accurately notated in Zendesk and Clarity | 20 | 10 | 0 |
| Proper introduction and closing provided | 10 | 5 | 0 |
| Proper verification procedure was followed | 10 | 5 | 0 |
| Paraphrasing and restated customer’s concern before troubleshooting began | 16 | 8 | 0 |
| Communication: | 14 | 7 | 0 |
| - Proper and confident tone, pitch, volume, flow, and pace were maintained throughout the conversation | |||
| - Used language and terminology which the customer understood | |||
| Customer Advocacy/Professionalism: | 14 | 7 | 0 |
| - Courtesy and professionalism were displayed throughout the conversation | |||
| - Avoided excessive holds/Created Ticket | |||
| Empathy: | 16 | 8 | 0 |
| - Displayed genuine care and concern for customer’s issues | |||
| - Provided documentation/direction to the customer, as applicable | |||
| - Offered further assistance beyond the original intent of the contact, when possible | |||
| SUM | 100 | 50 | 0 |