call quality

Verify all necessary equipment is functioning properly

Review customer's account history and notes

Ensure all necessary information is readily accessible

Greet customer with a friendly and professional tone

Listen actively and attentively to customer's concerns

Provide clear and concise information

Avoid using jargon or technical language

Offer solutions or alternatives when necessary

Confirm understanding of customer's concerns before offering solutions

Use empathy and understanding to connect with the customer

Ask clarifying questions to ensure accurate problem-solving

Use positive language and tone to maintain a pleasant conversation

Summarize key points discussed during the call for clarity

Thank the customer for their time and patience at the end of the call

Confirm customer's satisfaction with resolution

Document all relevant information in customer's account

Follow up with customer as needed

Seek feedback from customer on call experience

Ensure adherence to company policies and procedures

Maintain a positive attitude throughout the call

Strive for first-call resolution whenever possible

Continuously seek opportunities for improvement in call handling techniques

Demonstrate active listening skills by paraphrasing and summarizing customer concerns

Offer personalized solutions and demonstrate empathy towards the customer's situation

Always strive to exceed customer expectations and provide exceptional service

Follow up with the customer to ensure their issue has been fully resolved and they are satisfied with the outcome

Document all relevant information accurately and thoroughly in the customer's file for future reference