Empathy: Did the Tx understand me?, Did the Tx address my feeling?, Avocacy: Did tx present solutions for the future?, Did the Tx do everything he/she was able to today?, Action: Did the Tx make it easy for me today?, Did the Tx resolve the issue for me today?, Policy: Did the Tx follow all applicable business processes for this interaction?, Compliance: Was the Tx compliant during this call? (HSL, Privacy),

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