FRONTIER ACCOUNT SERVICES
CUE SPOTTING
CHEAT SHEET
It’s a simple, one-page guide that lists common verbal and emotional cues customers use often subconsciously that signal: - The core issue hasn’t been identified.
- They’ve had poor past experiences.
- There’s more going on than what’s being directly said.
START
PARAMETERS
HOW TO USE CHEAT SHEET
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Step 1: Listen for Red Flag Phrases
Step 2: Pause and Clarify
Step 3: Account Review and Tool Utilization
COMMON CUE CATEGORIES
CATEGORY
FRUSTRATION/REPETITION
LACK OF CLARITY
CONFUSION ABOUT ACTION TAKEN
PASSIVE COMPLAINTS
LACK OF TRUST
EMOTIONAL STRESS
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LONG WAIT IN THE IVR
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EXAMPLE PHRASES
“You’re the 4th person I’ve talked to.”
“I doubt this will work, but…”
What it Might Signal
Customer feels dismissed or not believed.
Agent Prompt
"I hear your frustration, I’m going to take full ownership of this and make sure we move it forward properly.”
EXAMPLE PHRASES
“This is affecting my work/kids/safety.”
What it Might Signal
Issue is urgent with personal consequences.
Agent Prompt
“I understand this is more than just a service issue. Let’s treat it as a priority.
EXAMPLE PHRASES
“Nobody explained what’s going on.”
“They just told me to wait.”
What it Might Signal
Customer is unclear about resolution or status.
Agent Prompt
“Let me walk you through what’s happening and why, so we’re on the same page.”
EXAMPLE PHRASES
“I’ve called before about this.”
“No one seems to fix it.”
What it Might Signal
Issue is recurring or wasn’t resolved properly.
Agent Prompt
“I’m really sorry you’ve had to follow up. Can I ask what was tried previously so I don’t repeat steps?”
PARAMETERS
Success Measure - CXS improvement particularly on Issue Resolution and OSAT. FCR improvement is also a vital measure on this action.
Audit Measure
QA will monitor these areas when monitoring the tenured agents calls in the next 2 weeks.
Did the agent acknowledge the customer’s verbal cue?
Did they clarify the issue before going to the resolution steps?
Did they avoid repeating previous steps unnecessarily?
Parameters in the Coaching Session - TMs (Triad Sessions)
TMs should undergo certification of how the action plan should be cascaded to the agent.
Did the TMs include the customer tenure profile
Did the TMs use the Cue Spotting Cheat Sheet
Did the agent conduct the drill series to effectively used the cheat sheet
EXAMPLE PHRASES
“It’s still not working.” “Same thing again today.”
What it Might Signal
Agent may miss that issue never got resolved.
Agent Prompt
“I want to make sure I get to the root of this. Can you tell me what’s happening now vs. before?”
EXAMPLE PHRASES
“They said they escalated it, but nothing happened.”
What it Might Signal
Escalation may have failed or wasn’t tracked.
Agent Prompt
“Let me verify if that escalation went through and what the current status is.”
EXAMPLE PHRASES
“I was on hold forever.” “I couldn’t reach a real person."
What it Might Signal
Customer feels their time isn’t valued. They may already be upset before the conversation begins and need acknowledgment before resolution.
Agent Prompt
“I'm very grateful for your patience, we're sorry for the long wait. Let’s get this taken care of right away."
CUE SPOTTING
Roland Miguel Angelo Dolores
Created on October 22, 2025
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Transcript
FRONTIER ACCOUNT SERVICES
CUE SPOTTING
CHEAT SHEET
It’s a simple, one-page guide that lists common verbal and emotional cues customers use often subconsciously that signal:- The core issue hasn’t been identified.
- They’ve had poor past experiences.
- There’s more going on than what’s being directly said.
START
PARAMETERS
HOW TO USE CHEAT SHEET
+info
Step 1: Listen for Red Flag Phrases
Step 2: Pause and Clarify
Step 3: Account Review and Tool Utilization
COMMON CUE CATEGORIES
CATEGORY
FRUSTRATION/REPETITION
LACK OF CLARITY
CONFUSION ABOUT ACTION TAKEN
PASSIVE COMPLAINTS
LACK OF TRUST
EMOTIONAL STRESS
+info
+info
+info
+info
+info
+info
LONG WAIT IN THE IVR
+info
EXAMPLE PHRASES
“You’re the 4th person I’ve talked to.” “I doubt this will work, but…”
What it Might Signal
Customer feels dismissed or not believed.
Agent Prompt
"I hear your frustration, I’m going to take full ownership of this and make sure we move it forward properly.”
EXAMPLE PHRASES
“This is affecting my work/kids/safety.”
What it Might Signal
Issue is urgent with personal consequences.
Agent Prompt
“I understand this is more than just a service issue. Let’s treat it as a priority.
EXAMPLE PHRASES
“Nobody explained what’s going on.” “They just told me to wait.”
What it Might Signal
Customer is unclear about resolution or status.
Agent Prompt
“Let me walk you through what’s happening and why, so we’re on the same page.”
EXAMPLE PHRASES
“I’ve called before about this.” “No one seems to fix it.”
What it Might Signal
Issue is recurring or wasn’t resolved properly.
Agent Prompt
“I’m really sorry you’ve had to follow up. Can I ask what was tried previously so I don’t repeat steps?”
PARAMETERS
Success Measure - CXS improvement particularly on Issue Resolution and OSAT. FCR improvement is also a vital measure on this action. Audit Measure QA will monitor these areas when monitoring the tenured agents calls in the next 2 weeks. Did the agent acknowledge the customer’s verbal cue? Did they clarify the issue before going to the resolution steps? Did they avoid repeating previous steps unnecessarily? Parameters in the Coaching Session - TMs (Triad Sessions) TMs should undergo certification of how the action plan should be cascaded to the agent. Did the TMs include the customer tenure profile Did the TMs use the Cue Spotting Cheat Sheet Did the agent conduct the drill series to effectively used the cheat sheet
EXAMPLE PHRASES
“It’s still not working.” “Same thing again today.”
What it Might Signal
Agent may miss that issue never got resolved.
Agent Prompt
“I want to make sure I get to the root of this. Can you tell me what’s happening now vs. before?”
EXAMPLE PHRASES
“They said they escalated it, but nothing happened.”
What it Might Signal
Escalation may have failed or wasn’t tracked.
Agent Prompt
“Let me verify if that escalation went through and what the current status is.”
EXAMPLE PHRASES
“I was on hold forever.” “I couldn’t reach a real person."
What it Might Signal
Customer feels their time isn’t valued. They may already be upset before the conversation begins and need acknowledgment before resolution.
Agent Prompt
“I'm very grateful for your patience, we're sorry for the long wait. Let’s get this taken care of right away."