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QuestionAdditional CommentsY/-/N
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Email Handling
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Did the representative open the email with a positive greeting?
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Did the representative educate the customer on products or features?
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Did the representative set expectations around ongoing communication with the customer?
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Did the representative thank the customer and invite them to reach back out at the end of the email?
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Resolution
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Did the rep provide accurate information?
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Did the rep correctly answer the customer's inquiry?
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Tone & Style
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Was the rep friendly and cordial?
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Did the rep use the correct punctuation, spelling and grammar?
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Did the rep show empathy and a desire to help?
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Process
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Did the rep use the appropriate tools to solve the problem?
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Did the rep provide useful and relevant documentation?
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Did the rep log accurate and useful notes for escalation or future support context?
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