Calibration

Welcome the customer with an appropriate greeting?

The opening greeting needs to include the name of the company and the name of the teammate.

• Yes

• No

Actively listen to the customer?

Ask the customer how you can help. Pause, take the time to listen and understand what the customer is telling us. Avoid interrupting the customer by allowing them to complete their thoughts or questions before responding.

• Yes

• No

Identify customer’s issue?

Ask clarifying questions to diagnose the customer’s issue(s) so that the focus is on the actual problem, not it's symptoms. Summarize the issue only when needed to ensure you are on the same page.

• Yes

• No

Use all resources effectively?



Use only the most relevant tools and resources available to you for

your LOB, in order to resolve the customers issue(s).

• Yes

• No

Resolve the issue?

Provide an accurate resolution for the customer, including clear and relevant next steps to ensure customer has context and understands what to expect moving forward.

• Yes

• No

Empathize with the customer?

Recognize the customer’s perspective and emotional sentiment. Avoid unnecessary apologies, and provide acknowledgment, reassurance, validation and appreciation for their efforts.

• Yes

• No

Maintain a positive & professional tone?

Keep the tone positive and professional throughout the contact.

Ensure that our language resonates in a personal, human and helpful way

• Yes

• No

Communicate clearly?

Speak clearly and logically so the customer can easily follow the message we’re providing. Build trust with the customer, doing so increases mutual respect and understanding. You may do this by avoiding filler words, unsure tones, and uncertain language

• Yes

• No

Demonstrate urgency?

Act promptly, with intention to ensure you solve the customers concerns efficiently. Remain in control of the conversation and avoid dead air. If you need time to research, make sure to put the customer on hold. The eBay guidance for dead air on a call is 10-15 seconds.

• Yes

• No

End the contact with a standard closing?

The call closing should only happen once all customer concerns have been addressed. TM will confirm any next steps given and include a thank you with branding

• Yes

• No