Technical Support Soft-Skill Coaching Sheet		CLSID	1122334455	Case ID	5544332211
		Call Date	5/9/2008 5:08:53 PM	Case Reason	Stat - Wiring
		Audit Date	5/9/2008 5:16:30 PM	Product Family	Thermostats - Retail / Residential
		Auditor Name	S. B. A. Kazmi	Customer Name	S. B. A. Kazmi
A	Call Flow	Score	Reason for Defect
A.1	Greeting & Customer Data/Opening the Call	6
A.1.1	Opening was professional and upbeat.	2
A.1.2	Zip code, Phone Number & Full Name	2
A.1.3	Product Name/ Model Number/Date Code	2
A.2	Call Purpose/Identifying Customer Needs/ Major Facts	4
A.2.1	The purpose/issue of the call was clearly understood. Elicits enough information from the customer, Clarifying questions were asked if purpose is not understood, Summarizes key facts Identified possible cause of issue or problem as appropriate.	0	He took a lot of time to Understand and react to the situation. He also was not able to get the Complete wiring and called HD twice for no apparent reason.
A.2.2	Questions were logical and relevant to the problem of the customer. (Major facts gathered)	4
A.3	Call Resolution (There is a clear and correct resolution, solution, and action plan to the call) / Response to Customer Needs	12
A.3.1	Was methodical in responding to customer. (Explained sequential steps of action plan to resolve issue & desired result.)	12
A.3.2	Appropriate reasoning provided	0	He said "Give me the wiring on the thermostat". When the caller asked him to repeat it, he repeated it thrice without even once saying that we need the wiring on the Old thermostat and/or terminals wired/unwired.
A.4	Miscellaneous	4
A.4.1	Literature retrieved from the web or faxed if applicable	2
A.4.2	PCC referral initiated as appropriate	2
A.5	Call Closure and Documentation (Call is correctly coded for reporting purposes) / Closing the Call	10
A.5.1	Case Reason, Case Type (Technical/Order/Literature),  as appropriate	3
A.5.2	Issue was understood as a tracking issue, Call Marking	2
A.5.3	Complete Notes logged as appropriate to the issue	3
A.5.4	Closing was professional and upbeat.	2
A.6	Compliance
A.6.1	Adherence to Policy and Procedure	0
A.6.2	Misleading Information	0
A.6.3	Usage of Abusive & Rude Language (Harrasment)	0
A.6.4	Disclaimers were provided on call.	0
B	Call Taker Attributes	Score	Reason for Defect
B.1	Communication Skills	10
B.1.1	Was easily understood by the customer (Pronunciation, Rate of Speech / Clarity of speech, Appropriate sentence formation (Basic Communication skills))	6
B.1.2	Verbal nods and repetition	2
B.1.3	Energy / Modulation	2
B.2	Soft Skills	5
B.2.1	Attitude was consistent, patient and helpful. Displays willingness to be helpful ("I Can…") Built Rapport with the Customer, Used customer name Empathized appropriately	0	He was impatient and tried to overpitch a couple of times.
B.2.2	Followed Hold & Transfer Procedures, (Asked Customer to hold, Checked back & Thanked customer for holding, if applicable) / Mute or Hold time kept to minimum (2-3 mins)	5
B.3	Technical Competency	15
B.3.1	Understanding of products, applications, features, functions, benefits, operation of controls, wiring, programming, troubleshooting (Basic understanding of how HVAC controls interact within a system. (Covered in process training)	15
B.4	Resource Utilization:	5
B.4.1	Identified best resource for specific information needs and retrieved accurate information from the resource	3
B.4.2	HD/SA called as needed & information flow	2
	Defect Percentage	29	What Went Wrong	Good aspects of the Call	Suggestions to Upskill the Rep
	Score Percentage	71	The call was resolved however no customer would rate it as a good call since he lacked on basic communication skills. He needs to understand the plight of the customer and then act accordingly, since we are simply not technical wizards, we are also Humans, and should therefore reflect the same in our act and behaviour.	He somehow managed to end the call without getting the customer irate. His way of talking needs serious improvement.	LND should take note here and take the rep for a feedback. The TL should also check that the mistakes committed here should never be repeated and if they are would be marked as PAP defects/Rude Language.