- greeted customer in a timely manner
- effective probing questions
- relevant and natural response for the concern, assurance of help
- set proper expectations
- visual audit
- fetch tool
- reso provided by fetch; verbatim, C2 doc, changes in atlas
- value add products
- recap
- acknowledge the customers effort all throughout the conversation
- provided self help
- close the chat after resolution [thanking the customer of time and effort throughout the conversation]

Customer Mistreat
- missed callback commitment
- failure to make important account changes
- abandoned interaction
- making account changes without permission
- laughing/mocking the customer
- refusal to escalate
- using profanity
- not advising of support fee
- misuse of company systems/ technology