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  • Score: Elements Remark

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    TARSHINII A/P SANGKARAN Moe
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    This document contains an evaluation of a trainee's phone skills based on 20 elements. It includes scores on a scale of 1 to 3 for each element, with remarks on whether the trainee met the criteria or not. The overall score is not provided. The evaluation covers greeting, identification, active listening, speech, questioning, call procedures, confidence, empathy, solutions, and closing skills. The goal is to assess the trainee's phone etiquette and ability to handle customer calls appropriately.

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    5_6264697202694685991

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    This document contains an evaluation of a trainee's phone skills based on 20 elements. It includes scores on a scale of 1 to 3 for each element, with remarks on whether the trainee met the criteria or not. The overall score is not provided. The evaluation covers greeting, identification, active listening, speech, questioning, call procedures, confidence, empathy, solutions, and closing skills. The goal is to assess the trainee's phone etiquette and ability to handle customer calls appropriately.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    11 views2 pages

    Score: Elements Remark

    Uploaded by

    TARSHINII A/P SANGKARAN Moe
    This document contains an evaluation of a trainee's phone skills based on 20 elements. It includes scores on a scale of 1 to 3 for each element, with remarks on whether the trainee met the criteria or not. The overall score is not provided. The evaluation covers greeting, identification, active listening, speech, questioning, call procedures, confidence, empathy, solutions, and closing skills. The goal is to assess the trainee's phone etiquette and ability to handle customer calls appropriately.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Language: BM / ENG

    Language Proficiency: /10

    Trainee Name & Batch: Evaluator:


    Part Elements Score Remark
    1&3 1. Using standard greeting with enthusiastic and natural
    3 2. Effectively verify and identify element
    3 2.1 Complete verification (customer's name & contact / 
    number)
    2&3 2.2 Accurately identifies customer’s issue by listening / 
    actively
    1 3. Maintained a normal pace, pitch and volume
    1 4. Use clear articulation and pronunciation
    1 4.1 Minimal using of accent / 
    1 4.2 Avoid robotic sound (monotone, boring) / 
    1 4.3 Clear speech and understandable / 
    3 5. Use question effectively to probe for details
    3 6. Use standard procedure
    3 6.1 Hold (Ask,Tell,Thank&Thank) / 
    3 6.2 Transfer (Ask,Tell,Thank&Transfer) / 
    1 7. Showing confidence throughout conversation
    1 7.1 Tone of voice : should always be clear and less filler / 
    words
    1 7.2 Avoid lengthy silence (more than 8 seconds) / 
    1 7.3 Be prepared / 
    1 7.4 Keep calm while handling customer / 
    1 7.5 Provide information and solutions undoubtedly / 
    1&2 8. Respond appropriately to customer’s requests/concerns
    1 9. Showing empathy towards customer's issue
    2 10. Avoid from using negative words
    2 11. React appropriately according to customer’s intuition
    2 12. Use of accountability statements efficiently towards
    customer’s issue
    1 13. Showing responsibility towards customer
    1 13.1 Go extra mile / 
    1 13.2 Gain trust to build relationship with customer / 
    1 13.3 Show ownership on the issue given / 
    1 13.4 Provide practical and workable solution / 
    1 13.5 Reliable & commitment (friendly,accurate, / 
    professional)
    1 14. Reflect positive attitude in handling customer
    1 14.1 Avoid sarcastic and rudeness / 
    1 14.2 Showing courtesy during conversation / 
    1 15. Passionate in handling customer's issue
    3 16. Offered complete solution and option to customer
    1 17. Showing positive manners during conversation
    1 17.1 Use customer's name at least 3 times / 
    1 17.2 Personalized customer's name appropriately / 
    3 18. Summarize the detail with customer
    3 19. Offer further assistance
    3 20. Used standard closing
    TOTAL SCORE

    Bring Excellent Service Together


    Develop by Skill & Development Team 2015
    Bring Excellent Service Together
    Develop by Skill & Development Team 2015

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