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I acknowledge that I failed to apply the “Build The Shopping Bag” (BTSB) process during certain calls, as I focused primarily on resolving the customer’s concern quickly and wrapping up the conversation. I understand that BTSB is an important step in providing complete customer service and enhancing the customer experience.

To address this, I commit to actively participating in the “Teach Back” activity from August 13, 2025, to August 31, 2025, with a frequency of twice a week. During each session, I will explain the steps for resolving specific issues (e.g., name change, schedule change, etc.) to reinforce my knowledge of product, policies, and procedures.

I will also make a conscious effort to integrate BTSB naturally into my calls by:

Ensuring I am familiar with the products and offers to confidently present them.

Allocating time in the call flow to include BTSB before closing the conversation.

Seeking feedback from my coach on my BTSB application for continuous improvement.

I am committed to applying BTSB consistently moving forward and ensuring this becomes a standard part of my customer interactions.