QUALITY FATAL AND NON-FATAL POINTS

QUALITY FATAL AND NON-FATAL POINTS

Has the right security check been done?

was the advisor positive about o2 and its compeitors?

Did the adviser follow the right process? if not was it authorised by the right person?

Did the adviser thake ownership of the full case and resole it?

Was the right escalation process folowed?

Did the advisor leave the rifht notes on the account?

If it is system issue you can not paste chat. you will have to fill the details?

Non-fatal

OPEN
                   welcoming, listening, connecting

INVESTIGATE
                   acknowledging, questioning, checking

ACTION
                   responding, suggesting, resolving

CLOSE
                   summarising, surprising, good bye

ANYTIME
                 objection handling, tone of voice,  transferring