Report was run on 06/10/2022 15:43 (GMT -05:00)

Coaching Form Coachee Acknowledged - Agreed

12/07/2021 07:00-07:30 (GMT -05:00)

Session ID : 10067528 Coach : Kevin Eduardo Barajas ( TL ), 101479001 Coaching Week : Week 45

Trigger : Group Adhoc Coachee : Jonathan Andres Gutierrez ( Agent ), 101826033 Session CloseOut Date : 01/06/2022, 6:59PM
(GMT -05:00)
Trigger Description :Coaching discussion conducted with multiple LOBs : Macy's COL Bogota Collections
employees in a group/team meeting where coach is documenting general
issues discussed with everyone in group.

Scorecard Metric Overview

Non - Scorecard Metric Overview

Category Overview
Current
Week 44 Week 43 Week 42 Week 41 Week 40 Week 39 Week 38 Week 37 Week 36 Week 35 Week 34 Week 33 Dec Nov Oct
Week
Agent Development

Development Activity
Setting Expectations

General Notes
Hello team! I just wanted to remind you the importance of capturing complaints, this was a topic that affected us this week and I would like to give you some tips about it: •Whenever a customer complaints, you can tell that it
is a complaint for the tone of voice, the words that the customer is using (you can say that they are professionals with bad words) so whenever you hear it, you will know you'll have to place a complaint •Take the time to
acknowledge the customer's concern, and use the phrase "For sure I will document that complaint on file" since saying it out loud will help you remembering to placing it on the account. •Use the first part of the call to do it,
don't wait until the end to open the complaint management, usually customers tend to give you the information right after you verify and educate about the balance, they can tell you "I don't know you keep calling me if I
already made a payment, this is ridiculous", this is the time in which you will acknowledge the customer's concern "I'm sorry for that, I will make sure to document your concern here, let me check what happened and then we'll
see what can be done regarding that", go ahead and place the complaint, and then go for the resolution. Keep this in mind, guys, remember that complaint capturing is one of the items that our client evaluates and it can
affect our Citi Audits percentage.

Coachee Acknowledgement
Coached - I understand/agree
Thanks for the advice. From now on I'll keep this in mind to avoid mistakes in the future with this topic of the complaints.
12/12/2021, 6:30PM (GMT -05:00)

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