S4X BEHAVIOR COMMENTS

Nylieth Sierra
   

The agent was able to establish a harmonious, natural and professional dialogue with the customers by showing
BE WARM AND FRIENDLY

EXCEPCIONAL real and real comfort with them, using a professional tone of voice, friendly statements power words and
overall making them feel valued.
The agent is very professional and uses at least the customer's name during the interaction to let the customer
EFFECTIVELY
know that he is a priority.
The agent was engaged in a transaction conversation, and had no intention of establishing a rapport to begin
PARTIALLY ordinary small talk. The agent had a professional and uses a natural tone, but she missed the   opportunity to
interact with the customers.
DID NOT The agent was very rude, disturbed the customer, did not respect the customer, failed Makes the customer
DEMOSTRATE always aware of the completed operations, which makes the interaction too complicated
The agent is able to spend time mentally putting himself on the client's shoes and let him know that he has
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found the right person to solve his stated and unstated problems.
The agent was able to understand the customer issue, and did take the opportunity to assure that they have
EFFECTIVELY reached the right person to get this resolved, through the interaction the agent was able to own the call making
OWN IT

the proper use of her tools.

The agent was able to understand the customer issue, however she missed the opportunity to assure that they
PARTIALLY have reached the right person to get this resolved, through the interaction the agent was able to own the call
making the proper use of her tools.
DID NOT The agent cannot solve the customer's problem, so he does refer the customer without requiring anyone else.
DEMOSTRATE The agent is not responsible for the interaction, because he puts the blame on others
Using the right tools and conducting proper visual audits, since the beginning of the interaction, the agent has
been able to express his sincere gratitude by letting customers know that they are important to us and our
SHOW APPRECIATION

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loyalty to them. This is done at every opportunity (after getting in touch with the customer, after they provide
them with information).
With enthusiasm the Agent thanked the customer for their effort, tenure and transactions with us, let him
EFFECTIVELY
know that customers are important to us thanking them for their loyalty, this was done using the right tools.
The agent thanked the customer for the hard work, tenure and transaction he put in to cooperate with us, but
PARTIALLY
did not show real enthusiasm, but only completed within one point of the interaction.
DID NOT
The agent failed to thank customers for their efforts, tenure and transactions with us.
DEMOSTRATE
 When providing the information, the agent was able to use a simple language to educate the customer about
the process and tools, he was able to take measures to improve subsequent interactions, thereby eliminating
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the need for future interactions. Agents was able to fully educate and guide customer in an influential way to
MAKING IT EFFORTLESS

avoid future contact

The agent was able to introduce Xfinity products, processes and tools to customers in a simple language, and
EFFECTIVELY took actions to ensure that unnecessary interactions would not be required in the future with this the agent
was able to educate the customer in an impactful way in order to avoid a future contact.
The agent works effectively and through the interaction there is no sense of urgency or fast the pace to resolve
PARTIALLY the customer problems. However, the agent was able to educate the customers with self-service options those
were not that impactful as to avoid a future contact.
DID NOT By completely ignoring what the customer said, the agent made the steps required to solve the problem too
DEMOSTRATE complicated.
The agent is able to talk to the customer in a friendly, accessible and approachable way, so that they feel that
EXCEPCIONAL the brand is relevant. The agent did not place the customer in any unnecessary hold or mute, and he was able
to explain to the customer the action to solve the problem on their behalf.
The agent was able to follow the customer pace and was able communicate with him, while keeping it simple
EFFECTIVELY when explaining to the customer how to accomplish something. In addition, the interaction is smooth, however
the agent uses unnecessary hold or mute.
LARA

The agent uses rate, technical and overcomplicated words that the customer may not understand, however this
was not a problem as the customer was able to understand the agent.  In addition the agent has almost no
PARTIALLY
grammatical errors in the interaction making the interaction smooth, but because the agent uses unnecessary
hold or mute, there are opportunities for improvement.
DID NOT The agent uses abbreviations (especially uncommon abbreviations) for customers, technical language is too
DEMOSTRATE formal, and shows many grammatical errors, making the interaction more complicated.
By asking   thoughtful, relevant questions   to solve the full scope of the problem, the agent was able to obtain a
better approach and conduct a proper visual audit to understand any other issues that the customer has not
DISCOVER NEEDS

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stated. By doing so, the agent was able to identify the problem, and determine the best solution, and avoid
future contacts.
EFFECTIVELY By asking relevant questions   to solve the full scope of the problem, the agent was able to resolve the stated
problem however he missed the opportunity to do more insightful questions to   obtain a better approach and
conduct a proper visual audit to understand any other issues that the customer has not stated. By doing so, the
agent should be able to identify the problem, and determine the best solution, and avoid future contacts.
 The agent starts to solve the problem the facts were not confirmed because the correct exploration problem
PARTIALLY
was not completed. This makes the resolution too complicated, but the resolution is correct
DID NOT The agent made the steps required to solve the problem overly complicated by not performing the correct
DEMOSTRATE detection problem.
Agents actively enhance the value of Xfinity by expressing appreciation for the value and quality of Xfinity and
EXCEPCIONAL understanding the brand and products to ensure that the lifestyle of customers is improved. With their
knowledge, he was able to sow the seeds of passion for the customer.
The agent was able to educate the customer enthusiastically by sharing features and benefits According to the
EFFECTIVELY customer's lifestyle needs, this operation can be completed after the correct question is asked and the visual
B4X

review is performed.
The agent was able to educate customers by enthusiastically sharing features and advantages of our products,
PARTIALLY however since there were not probing questions those benefits and features were not related to the customer's
problem or lifestyle.
DID NOT
The agent failed to sell the value of products, services, etc., because he knew little about the brand.
DEMOSTRATE
The agent was able to explain what actions has been and will be performed in order to resolve this so the
customer can know what will happen next.  At the end of the interaction the agent was able to do a recap of
SET CLEAR EXPECTATIONS

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the call resolution and by doing this, the agent can avoid any unnecessary contact, Poor communication or
frustration.
The agent was able to explain what actions has been and will be performed in order to resolve this so the
EFFECTIVELY customer can know what will happen next., however the agent missed the opportunity to do a recap at the end
of the call.
The agent cannot explain to the client how the operation performed will work or solve the problem, so the
PARTIALLY
client can know What to expect, which leads to future contacts.
DID NOT The agent cannot explain to the customer how these operations will be performed, so the customer can know
DEMOSTRATE what is expected to result, which can lead to miscommunication and frustration in the future.