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    Customer Satisfaction Checklist

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    api-705656960
    This customer satisfaction checklist is used by an observer to evaluate an agent's phone call performance. The observer reviews whether the agent followed the call process, showed empathy, used positive language to de-escalate issues, was sensitive to the customer's experience, successfully solved the problem, and provided high quality customer service. Space is provided for yes/no responses and comments on each evaluation item.

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    Customer Satisfaction Checklist

    Uploaded by

    api-705656960
    18 views1 page
    This customer satisfaction checklist is used by an observer to evaluate an agent's phone call performance. The observer reviews whether the agent followed the call process, showed empathy, used positive language to de-escalate issues, was sensitive to the customer's experience, successfully solved the problem, and provided high quality customer service. Space is provided for yes/no responses and comments on each evaluation item.

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    This customer satisfaction checklist is used by an observer to evaluate an agent's phone call performance. The observer reviews whether the agent followed the call process, showed empathy, used positive language to de-escalate issues, was sensitive to the customer's experience, successfully solved the problem, and provided high quality customer service. Space is provided for yes/no responses and comments on each evaluation item.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    18 views1 page

    Customer Satisfaction Checklist

    Uploaded by

    api-705656960
    This customer satisfaction checklist is used by an observer to evaluate an agent's phone call performance. The observer reviews whether the agent followed the call process, showed empathy, used positive language to de-escalate issues, was sensitive to the customer's experience, successfully solved the problem, and provided high quality customer service. Space is provided for yes/no responses and comments on each evaluation item.

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    Customer Satisfaction Checklist

    Agent name:________________
    Observer: __________________
    Date: _____________________

    Instructions for observer: Review the agent’s call and determine whether the following items were met.
    After the call, review this checklist with the agent.
    1. The agent followed each step of the Yes____ No____ N/A____
    company’s call flow process.
    Comments:

    2. The agent demonstrated empathy Yes____ No____ N/A____


    and understanding when/if the
    customer expressed their baggage. Comments:

    3. The agent used positive language Yes____ No____ N/A____


    and exercised soft skills to de-
    escalate the call with the customer. Comments:

    4. The agent was sensitive to the Yes____ No____ N/A____


    customer’s prior experience with
    the company during the call. Comments:

    5. The customer successfully solved Yes____ No____ N/A____


    the customer’s problem.
    Comments:

    6. The agent provided customer Yes____ No____ N/A____


    service worthy of a positive
    customer review. Comments:

    Additional comments:

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