Why Did the Customer Call?
The customer says, “My order didn’t arrive,” but continues with “and the tracker says delivered.” Your first job is to name this type of issue before choosing steps.
What is clarifying the primary issue (delivery vs. missing)?
You need 45 seconds to review the order. What should you say to avoid “dead air”?
What is setting a time‑boxed hold expectation and purpose?
Before discussing the order, you confirm identity. Which phrasing keeps PCI safe?
What is “Please confirm the full address on file” (not giving it to them)?
The agent issues a simple tracking update and the customer is satisfied. Should a case be opened?
What is no—resolve and notate the interaction only?
The first line of great notes should do this for any teammate who opens the ticket later.
What is summarize the customer’s goal in one sentence?
A customer’s request sounds like “refund now,” but they really want a replacement. What technique reveals the true need?
What is asking a clarifying question and summarizing back?
You return from hold at 45 seconds but need more time. What’s the right approach?
What is rejoining, updating the customer, and asking permission to extend?
Caller ID didn’t populate a profile. What’s the fastest compliant path to start the record?
What is creating/searching via Consumer Profile then linking to the interaction?
A vendor follow‑up is required and can’t be completed in‑call. Open a case or not?
What is yes—open a case to track off‑call work and accountability?
Which four elements make notes instantly coachable and searchable?
What are issue, evidence, action taken, and outcome/next step?
The issue starts as “wrong color,” but notes reveal an OMS SKU mismatch. Which behavior avoids a non‑FCR callback?
What is matching the resolution to the verified issue, not the first statement?
The customer declines a hold. Which alternative keeps momentum and respect?
What is offering to stay on the line narrating steps in real time?
You find two near‑matching profiles. Which step prevents duplicate history and future misses?
What is selecting the existing profile after verifying identity and merging per process?
Customer requests a return label due to wrong item shipped; approval path is required. What’s correct?
What is open a case to route/track the approval and next steps?
A teammate must pick up the case tomorrow. What future‑proofing detail prevents back‑and‑forth?
What is the specific next action, owner, and due‑by date?
The customer gives three concerns (billing, delay, missing hardware). To ensure alignment, you should do this before offering any solution.
What are order history + shipment events (carrier detail) with a verbal summary check?
The customer returns frustrated after a long, unannounced silence. What two steps restore trust?
What are (1) apologize for the silence and (2) explain the progress made while they waited?
The customer offers a partial address and phone. What’s the right next move to stay compliant and efficient?
What is ask for full confirmation of required fields; do not volunteer partials?
The team opens cases for every “where’s my order?” even when solved live. What metric and experience harm may result?
What are inflated backlog + slower cycle time + unnecessary callbacks?
What phrasing turns vague notes like “emailed vendor” into audit‑ready documentation?
What is time‑stamped, specific notes: who/what/when/why (e.g., “01/22 emailed Vendor X, RMA request for Order ####, awaiting label ETA 24–48h”)?
You suspect the contact reason is actually “expectation setting failure,” not “shipping delay.” What tool‑pair best validates this quickly?
What are order history + shipment events (carrier detail) with a verbal summary check?
What metric‑friendly behavior prevents “hold time” from being misinterpreted as call avoidance?
What is time‑stamped expectation setting and mid‑hold updates at ~60‑90 seconds?
After resolution, which documentation signal shows perfect profile hygiene?
What is one linked profile, verified contact info, and properly associated interaction/ticket?
Which decision tree best answers “Case vs. No Case” in gray areas?
What is: Is work required after the call? Is cross‑team action needed? Is there an SLA to track? If yes to any—open a case.
Which “readability test” elevates Sterling notes from adequate to legendary?
What is the handoff test: could a brand‑new TM resolve next steps in 60 seconds using only your notes?