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Nelson's Coaching

Annel Garcia

Created on March 11, 2024

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Transcript

NELSON'S cOACHING

ID: 1197706

id: 1177309

iD: 1201575

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Strengths:

  • Providing complete and accurate information to the customer.
  • Documenting interactions clearly and in detail.
  • Selecting the correct disposition.
Areas for improvement:
  • Offering the CSAT.
  • Adding all relevant tags.

Strengths:

  • Providing accurate information to the customer.
  • Using available resources effectively.
  • Leaving a detailed note.
  • Assisting the customer in a timely and efficient manner.
Areas for improvement:
  • Confirming the customer's name during the call.
  • Personalizing emails by referencing previous conversations.
  • Ensuring the correct tags are added to the interaction.
  • Offering the satisfaction survey.

Strengths:

  • Walking the customer through troubleshooting steps.
  • Providing accurate information.
  • Resolving the interaction effectively.
  • Leaving a detailed note.
Areas for improvement:
  • Adding all relevant tags.
  • Working on tone of voice to sound more confident and willing to assist.
  • Ensuring interactions are refreshed within the correct timeframe.

ID:1193039

id: 1202103

ID: 1196132

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Strengths:

  • Transferring the conversation to another associate to continue assisting the customer.
  • Properly greeting the customer and accepting the interaction right away.
Areas for improvement:
  • Using more empathy in responses.
  • Ensuring a note is left to document what happened.
  • Adding all applicable tags.
  • Explaining troubleshooting procedures to customers, particularly regarding sending videos when not close to the unit.

Strengths: Calling the customer back to resolve the situation. Leaving a detailed note. Selecting an appropriate disposition. Areas for improvement: Adding relevant tags, such as "order."

Strengths:

  • Providing the customer with accurate information based on their questions.
  • Documenting the interaction.
  • Following correct formatting.
Areas for improvement:
  • Explaining to customers that they may qualify for unit replacements for out-of-the-box issues.
  • Adding all relevant tags.