Behaviors
This behavior is where you would score the initial statement made by the specialist when a customer contacts us
What is Greet/Greeting?
In this section of GUSW, you will find how to verify the customer
What is Greet?
The score that indicates a comment is required
What is Off Track?
The day external calibration scores are due
What is the Friday before Calibration?
This Quality member has quite the voice for radio
Who is Wes?
In this behavior, we would score the specialist's tone throughout the interaction
What is Professionalism?
The section of GUSW that speaks about displaying ownership
What is Solve?
The number of comment fields that can be added for each individual behavior
What is 1?
The number of options available when scoring the Transfer behavior
What is 3?
The person you would go to for a quick tutorial on lash extensions
Who is Jess?
The way a specialist responds to a customer's question or statement would be scored here
What is Active Listening?
The section of GUSW that includes showing understanding of the customer's issue by summarizing it back in their own words
What is Understand?
The number of goals a below comment needs to achieve to be considered a "good comment"
What is 2?
The behaviors that will never have a "Final Score" during Calibration are found in this section of the form
What is Overall Experience?
The Quality team member who recently found a new interest in propagating plants
Who is Liz?
A specialist would be marked down for this behavior when they lack the effective use of internal systems or processes
What is Managed Handle Time?
The section where you will find the links to the different disclosure EDIs that may be needed during the interaction
What is Wrap?
This is "to provide specialists what caused the behavior to be considered Off-Track and help specialists identify what actions can affect each of the behavior expectations".
What is The Purpose of Goal #1?
The expected day for partners to submit the Post Notes from Calibration
What is the Friday after Calibration?
This Quality team member should be your go-to if you need help selecting your favorite brew
Who is Ashley?
Where a specialist could lose points on an evaluation for information that is provided to the customer pertaining to a Best Buy process
What is Policy/Product/Service Knowledge?
The section where you might find the process for Customer Suspension
What is Understand?
This means that the resource utilized in the comment should point the specialist as closely to the outlined expectation as possible
What is Specific Resource Path?
The number of lines of business that we facilitate external Calibrations for
What is 15?
The Quality team member who has officiated both funeral services and weddings
Who is Phoenix?