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Welcome to the QA Insights to Action Series, a dedicated space for all QA-driven training materials designed to elevate our performance as Retention Specialists. Every video, guide, and module in this series is built directly from real QA and Validator feedback, turning everyday insights into actionable skills.
Our goal is simple: Transform feedback into mastery.
By focusing on the most common markdowns, process gaps, and coaching opportunities, this series helps strengthen the fundamentals that matter most—accuracy, consistency, and effective save or sale execution.
Whether you're refining your order handling, sharpening your documentation, or mastering the art of the save, this series ensures you have the tools to succeed, one insight at a time.
Let’s turn feedback into forward momentum—and deliver excellence on every call.
MASTERING ORDER ACCURACY
MASTERING ORDER ACCURACY
Summary
Summary
Mastering Order Accuracy is one of the most important skills for improving QA scores and reducing avoidable markdowns. In the last two weeks alone, over 130 errors came from incorrect refund amounts, missing verification, or incomplete order links. These issues are entirely preventable with the right habits and a consistent process. By following a simple accuracy checklist and applying the three golden rules—account all costs, double-check everything, and link correctly—agents can dramatically improve validation outcomes and customer satisfaction.
Learning Objectives
Learning Objectives
By the end of this module, agents will be able to:
Accurately calculate refunds by including subtotal, tax, shipping, and correct subscription pricing.
Verify all order details directly in Sticky and Shopify before processing any action.
Identify and avoid common order-related mistakes that lead to QA markdowns.
Correctly copy and paste the full URL order link into both notes and validation fields.
Apply the three golden rules of order accuracy to ensure consistent, audit-ready performance.
Mastering_Order_Accuracy.mp4MASTERING THE SAVE
MASTERING THE SAVE
Summary
Summary
The Mastering the Save module focuses on transforming cancellation calls into opportunities to retain customers and build loyalty. It emphasizes the importance of probing with open-ended questions to uncover the customer’s true root concern, which often differs from their initial complaint. Agents are trained to match these concerns with tailored solutions—such as discounts, downsells, or cross-sells—and deliver them confidently. By following a structured four-step playbook, agents can shift from reactive responses to proactive, personalized conversations that strengthen customer relationships.
Learning Objectives
Learning Objectives
By the end of this module, agents will be able to:
Understand the significance of making a genuine save attempt during cancellation calls.
Learn how to use open-ended probing questions to identify the customer’s root concern.
Recognize common root concern categories and how to address them effectively.
Apply the four-step save playbook: Probe, Identify, Match, and Deliver confidently.
Differentiate between downsell and cross-sell strategies and when to use each for maximum retention.
Mastering_the_Save.mp4MASTERING PROBING - PART 1
MASTERING PROBING - PART 1
Summary
Summary
This module explains why probing is the foundation of every successful retention, save, or sales interaction. It breaks down how open-ended questions, emotional validation, and active listening uncover the customer’s real concerns—not just the surface-level issue. Agents learn how effective probing leads to more accurate solutions, stronger trust, and better customer outcomes. The module also connects probing to common QA markdowns to show how improved discovery reduces errors in scripting, documentation, and process.
Learning Objectives
Learning Objectives
Understand the purpose of probing and how it influences customer trust and call outcomes.
Learn how to use open-ended questions to uncover root causes and emotional drivers.
Apply active listening techniques such as mirroring and validation to improve customer connection.
Identify probing failures linked to QA markdowns and understand how to avoid them.
Use probing insights to guide personalized solutions, saves, and cross-sell opportunities.
MASTERING PROBING - PART 2
MASTERING PROBING - PART 2
Summary
Summary
This module demonstrates probing in action through realistic customer scenarios. Agents observe how poor probing leads to missed information, incorrect assumptions, and failed saves, while effective probing creates clarity and opens the door for a successful resolution. Each scenario highlights specific QA risks and shows how proper discovery directly impacts validation accuracy and sales opportunities. The goal is to help agents internalize probing techniques by seeing them applied in real call situations.
Learning Objectives
Learning Objectives
Distinguish between ineffective and effective probing behaviors within real customer interactions.
Recognize how poor probing contributes to failed saves, missed cross-sells, and QA markdowns.
Practice applying probing techniques—open-ended questions, clarification, and emotional validation—in varied scenarios.
Learn how probing naturally leads into tailored solutions, education, and save attempts.
Strengthen confidence in handling complex customer situations by modeling best-practice probing approaches.
REFOCUSING ON QA EXCELLENCE:
COMPLIANCE | ACCOUNT VERIFICATION | ISSUE CLARIFICATION
REFOCUSING ON QA EXCELLENCE:
COMPLIANCE | ACCOUNT VERIFICATION | ISSUE CLARIFICATION
Summary
Summary
The training session is focused on refining execution and aligning staff with Quality Assurance (QA) standards to increase success on every call. QA markdowns have been linked to a few specific, recurring issues that the session is designed to address. The key areas of focus include: proper identity verification, mastering the account review, and effectively framing offers. The speaker stressed that this is not a new script rollout, but a "tuneup" aimed at consistency and behavioral reinforcement. Five non-negotiable behaviors are mandatory for consistent success, including a verbal account review, asking for the customer's "why" before an offer, tying the offer to that reason, confirming the concern out loud, and disclosing the call recording within the first two minutes.
Learning Objectives
Learning Objectives
Agents will complete full identity verification by confirming the customer’s full name, phone number, email address, and shipping address. Partial verification is not acceptable and may result in a QA markdown.
Agents will conduct a verbal account review on every applicable call, confirming the order or subscription type, product purchased, order date, total amount, and current subscription status.
Agents will identify the customer’s original goal before discussing any save offer or refund by asking a qualifying question such as, “May I ask what made you want to try this product?”
Agents will frame all save offers by directly linking the solution to the customer’s original reason for purchasing, shifting the interaction from transactional to supportive.
Agents will complete all mandatory compliance checks on every call, including confirming the customer’s concern by summarizing the issue and obtaining verbal confirmation, and disclosing the call recording within the first two minutes of the call.
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