-sub div in 5 categories- opening/greeting-5 if complies the skill set 1 use standard greeting 2 capture all verification information-it also works for an item & inc order (ask name) full name with the recipient & 1st and last name of the cx - 6 points 3 Thank the customer validating/providing the verification information -it helps build rapport, greet w/ 1st name- 3 points -B. Listening skills-comprehension about the issue 4 Avoid unnecessary repetition-3 points -listen attentively and make note of what the cx is saying

avoid asking the info when provided (we can have email to check cx order so there will be no repetition, aside from paraphrase) 5 Clarify caller issue (reiterate inquiry for understanding) - 3 points
3rd category- score of 5 Use appropriate celebratory/empathy statements

MONITORING GUIDE 3 Appropriate tone 4 Appropriate pacing-rely on dead air (time internal) 4 Proper clarity of speech-spelling, grammar & punctuation 4 Utilization of proper hold technique

5th Category (category revolves on your knowledge Pmall processes) 5 (score) Assessment skills

6th Category Resolution Skills (for refund-go to remake, file a shipper claim and who was at fault)

G. System Requirements/ 3 (score) capture all cx

6 (score) take all necessary actions (doing correct process-refund, replacement)

6 (score) Accurate order notes-provided (just copy)

4 Confirm/summarize resolution/next steps

4 score Inquire of cx needs additional assistance

3 score- proper closing
ACCOUNTABILITY, CONSISTENCY & ETHICS GUIDELINES

Our Commitment -Actions to avoid -Agent was rude to the cx -Denial of Supervisor Requests -Work avoidance behaviors -Improper Transfer -Misleading or Negligent Actions -Misuse of Promotions and Payment Info