Name that Criteria
Provide a Correct Example
How would you Grade it?
Is this Appropriate and Why?
Grade that Tone and Pace!
100
"Is there anything else I can help you with"
What is Provides Final Offer of Assistance
100
Customer - We just had a tech out and my alarm system is still not fixed
What is "I'm so sorry that your alarm is still not working let me get this fixed for you".
100
"Good morning this is Nikki with Tyco, may I please speak with someone in charge of the alarm system?"
Mark 1.1 Used Appropriate Opening No - left off full brand name
100
Is this appropriate for 100 audio?
What is No - No empathy
100
Grade that Tone and Pace for 100 Audio
What is No - Pace too fast
200
"I am calling about..."
What is Establising the Reason for the Call?
200
Customer, "I would like to place my system on test". Agent, "You do not have the authority to place your system on test"
What is "Your personal identification code will only allow you to verify a false alarm. Is there another store manager on site with a different code?"
200
"I can't turn off your alarm system from here, you have to...."
What is 1.8 No - Avoids personal accusations (ex. You didn’t or You should have)
200
Is this appropriate for 200 audio?
What is No - No courteous phrase
200
Grade that Tone and Pace for 200 Audio
What is No - Pace too fast
300
Customer, "My alarm system continues to beep" Agent, "Ok, first let me walk you through how to silence the beeping and then we can troubleshoot the problem"
What is Takes the Lead
300
Customer, "I'm sorry I hope this isn't a stupid question"
What is "Not at all, I'm glad you asked"
300
“I can certainly understand why you’re frustrated, please allow me to connect you to the appropriate department who can further assist you. Before I transfer you, would you like me to provide you with that direct phone number?”
What is 1.13 Yes Displays verbal empathy (ex. I’m sorry to hear that, that’s unfortunate or I know this is very frustrating)
300
Is this appropriate for 300 audio?
What is Yes - Uses Affirming Phrases
300
Grade that Tone and Pace for 300 Audio
What is - Yes Good Tone
400
What time will you be closing tonight?
What is Asks Discovery Questions?
400
Agent, "You have to call your corporate office for a purchase order number"
What is "Would you mind contacting your corporate office to obtain a purchase order number?"
400
“Let’s get this resolved for you, what happens when you attempt to arm the system?”
What is 1.5 Yes Asks discovery questions (ex. Tell me more about, or describe for me)
400
Is this appropriate for 400 audio?
What is No - Missing Affirming Phrase
400
Grade that Tone and Pace for 400 Audio
What is No - Poor Tone
500
"I apologize for the time of the call"
What is Display Verbal Empathy
500
Agent, "I don't know"
What is "May I please place you on hold while I ask for assistance?"
500
“Sir, as I’ve already explained to you, I don’t make the policies so if you want me to place that on test for you, you should know your password.”
What is 1.9 No Avoids personal accusations (ex. You didn’t or You should have)
500
Is this appropriate for 500 audio?
What is Yes - Ask Discovery Questions
500
Grade that Tone and Pace for 500 Audio
What is Yes - Good Tone
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