COACHING LOG

Name: Lorraine Lim

Department: HF-CA

Date: 02/02/21

Detail of coaching Why the opportunity happened? Detailed action plan and commitment
Coached Lorraine for her DSAT  Will make sure to follow proper hold
Score: 20%  Long hold, lack of assurance procedures
Reason of contact: Customer asked why they statement/for the box to be delivered.  Make sure to use appropriate words
still don’t have their box yet towards the customer
Strengths: Agent was polite whilst talking to  Setting expectations to the customer  More focus on the call
the cx.
Done differently: Call was placed on hold for a
long time. We have to make sure we make the
call efficient as so the customer won't wait too
long. Agent should've asked the customer if
they already check within their premises or if
someone received it on their behalf. Don’t
proactively mentioned “compensation”, better
yet advised the customer that if you still don’t
have the box with you by 8PM please don’t
hesitate to give us a call or chat us for us to
check what options we can do.