The agent provides service no more than 1 second from hearing the audible beginning of the call recording
What is setting an expectation of service?
100
Using the customer’s name twice in natural conversation during the call
What is personalizing the interaction?
100
Fact finding questions to determine the Who, What, Where, When, and Why of the customer’s issue/concern
What is determining the root cause?
100
Agent disconnects the line
Agent fails to respond to caller and remains muted
Call immediately placed on hold and left there
Inappropriate transfer
What is examples of auto failure?
200
A “NO” score results in an Auto Fail
What is CC or Critical Component?
200
Using data elements such as Name, Address, Account number
What is authenticate the customer?
200
Verbal cues and phrases used to show agent engagement in the conversation
What is Display of Active/Responsive Listening Skills?
200
Providing accurate complete information and reading back information to establish accuracy
What is providing complete and accurate information and validating and verifying?
200
Supervisor and Ops manager are notified immediately and the call is not scored.
What is when an agent makes a personal call?
300
A skill important to the Business
What is IC or Internal Compliance Skill?
300
This word may be substituted for the word “The” immediately preceding the word United.
What is “Your”?
300
Speech pattern changed through tone, pitch, and pace
What is Adapting conversational tone and pace to match the customer?
300
Ask customer if they could help them with anything else, show appreciation for the customer’s business, and end the call with the approved closing script.
What is skills expected for Closing the Interaction?
300
Agent fails to achieve 3.2 Display of Active/Responsive Listening skill and coaching is required.
What is failure to apologize for an obvious USPS service failure?
400
A skill important to an external organization or agency
What is EC or External Compliance Skill?
400
This word can be used either at the front or after the request for the customer’s name.
What is “Please”?
400
Creating an environment of “us” instead of “them”.
What is representing the USPS brand?
400
This is encouraged following the scripted closing however will not be subject to evaluation as part of the Quality program.
What are pleasantries?
400
To retrieve information that will take more than 30 seconds, to enter information in a USPS approved system that will take more than 59 seconds, when the customer requests to speak with a supervisor, or as directed by leadership.
What is reasons an agent is authorized to use hold?
500
A skill important to customers
What is CE or Customer Experience Skill?
500
This type of language will not be acceptable and shall constitute a failure to achieve the greeting skill.
What is casual language?
500
Explain to customer they need to be placed on hold, request permission, establish expected hold time, check back with customer, thank them for holding
What is following organizational hold procedures?
500
Understand issue, ask permission to transfer, provide call back information, prepare caller on possibility of being in call queue, and ask permission again.
What is steps to follow organizational transfer procedures?
500
Two instances of inappropriate placing of a customer on hold which results in failure of skill 3.7 regardless of use of proper hold procedures.
What is the penalty for violating the authorized use of mute?