Nelson's Coaching

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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.

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 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.

ID:1193039

ID: 1196132

id: 1202103

ID: 1197706

iD: 1201575

id: 1177309

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.

NELSON'S cOACHING