Test

Uses a friendly and professional greeting (e.g., “Thank you for calling XXXX, This is Jem. How can I help you?”)

Demonstrates active listening skills (e.g., acknowledges caller, uses verbal cues like “uh-huh” or “okay”). Avoids interrupting the caller. Gauges the customer’s pacing by adjusting responses and communication style to match the caller’s speed and tone, ensuring a comfortable and effective conversation flow.

Uses empathetic language to acknowledge the caller’s concerns (e.g., “I understand your frustration…” or “It sounds like you’re having trouble with…”).

Maintains a professional and courteous tone throughout the call. Uses clear and concise language. Avoids personal opinions or unprofessional language.

Effectively gathers information to understand the caller’s needs and concerns. Asks clarifying questions to ensure a complete understanding of the issue. Maintains a smooth and organized call flow based on customers concern and guide the conversation in a way that makes it easy for the customer to provide all relevant information.

Prioritizes the customer’s needs throughout the call. Uses solutions and language tailored to the customer’s situation. Puts ample importance to the customer’s time which should shown on timely resolution and putting the customer on hold only when essential

Establishes rapport and builds trust with the customer. Maintains a positive and helpful attitude.

Communicates clearly and concisely with the customer. Avoids technical jargon and uses language the customer understands.

Demonstrates a strong understanding of the company’s products and services. Answers customer questions accurately and confidently.

Focuses on providing solutions and resolutions to customer problems. Offers multiple options when possible.Ultimately, is the issue resolved?

Uses critical thinking and problem-solving skills to address customer concerns. Thinks creatively to find solutions for complex issues.

Folowed process desgined for complex issues and/or consultation

Attempts to resolve the customer’s issue during the first call whenever possible. Documents the resolution clearly for future reference.

Clearly communicates any action items or follow-up steps to the customer. Documents next steps and deadlines for internal tracking.

Verifies customer satisfaction with the resolution before ending the call. Offers options for further assistance if needed.

Ends the call with a courteous and professional closing. Thanks the customer for their call.

Errors that directly impact core business operations, functionality, or customer satisfaction (e.g., inaccurate job tagging, incomplete documentation, or failure to maximize all necessary resources as per the service request, such as Google Maps, Zillow, OneStep GPS, manuals, ServiceTitan, etc.)

Minor mistakes, cosmetic changes, or small adjustments that do not affect the core business processes or customer satisfaction. (Ex. Incorrect initials, All Caps letters, Etc.)