Chat/Email Audits Scoring Form

• Company (2 points) – The correct store is chosen on your ticket. If the ticket is for multiple stores you should be making a ticket for each store. If the fix is minor, then you should note the other stores in your notes. This is an auto-fail if not set right.

• Assigned to (1 point) – The ticket is properly assigned to the tech. This is an auto-fail if not set right.

• Status (1 point) – The ticket is set to the proper status. Tickets that need follow-ups are not closed prematurely. This is an auto-fail if not set right.

• Customer name (2 points) – The name of the person you talked to on your chat/email is properly documented and spelled correctly

• Priority (2 points) – The priority of the ticket is set correctly

• Proper Grammar (6 points) – Chats and emails make sense and are grammatically correct without spelling errors. Having 3 errors is worth half points. Having more than 3 errors will result in no points.

• Reason Code (4 points) – The reason code on the ticket is as close to the contact’s issue as you can get.

• Origin (2 points) – The origin of the ticket is appropriately selected on your ticket.

• Responding in a Timely Manner (8 points) – When you take an email ticket, you should reply to the customer immediately to let them know you are looking into their issue unless you can answer it right away. The first response is important so people don’t think their emails are being ignored.

  • • For Chats if you need to look into something you should ask the customer something like “Please bear with me for a couple of minutes while I look into this.” Being chat based, techs should refresh approximately every 2 minutes if still researching. Do not leave the customer hanging and make sure to thank them for waiting when you return with their answer.

• Positive Positioning (4 points) – The tech replies with confidence and makes the customer feel like they know what they are talking about.

• Kindness and Politeness (4 points) – Tech is kind and polite in the email or chat, using words like please or thank you.

• Professional Language (4 points) – Tech is able to avoid technical terms whenever possible but if used they are explained to the customer if they do not understand those terms. Screenshots also help.

• Understanding the Customer (4 points) – The tech understands what the customer is asking and their answer reflects that. If you don’t follow completely you need to ask.

• Probing Questions (4 points) – The tech is able to ask the right questions to clearly identify the customer’s issue. Make sure you understand the issue completely before going into troubleshooting that may not apply.

• The Troubleshooting Steps are clearly Documented (10 points) – All troubleshooting steps are included. That also means if the customer brings up an additional issue than the one they contacted us for that your notes mention that and its troubleshooting steps as well. Details save time for someone who may need to follow up at a later time. Chats should include a transcript of the chat as well as your notes of the call.

• Managerial Tasks Are Not Performed (4 points) – The tech does not perform any managerial tasks. If the customer has permission to do so, then the tech should educate them on how to do it not do it for them. This is an auto-fail if not done right.

• Correct Send to Customer/Internal Only (4 points) – Tech replies to the ticket correctly. Internal notes are not sent to the customer and communication to the customer is actually sent to them instead of internally only. If you are escalating tickets, you need to let the customer know at each level of the escalation.

• Follow Troubleshooting Steps (8 points) – Tech is able to follow correct troubleshooting steps and tries to avoid unnecessary steps that will prolong resolution.

• Does Not Provide Customer With False Information (4 points) – Tech does not provide customers with information that is deemed to be false or inaccurate in regards to the solution of their ticket. Providing false information is an auto-fail.

• Does Not Provide False Expectations on Response Times (6 points) – If you say you will follow up with them tomorrow, make sure you do that. If you are escalating the chat to a call, do not provide times unless you have someone ready to call them.

  • • When escalating to various levels, you need to inform the customers of the escalation.

    • Providing false expectations is an auto-fail.

• Preventative Measures and Customer Education (4 points) – Tech is able to take preventative measures from it happening again when possible (example IP of the computer changes and we fix the kiosk we should not just be changing the address and leaving it, we should be fixing the shortcuts that launch the kiosk and reboot it to make sure it connects properly after.

  • • Techs should also educate customers on what they fixed as opposed to just saying it is fixed. As well they should educate customers on how to avoid running into the same situations again in the future when applicable.

• Confirm Solution (4 points) – Tech must confirm the solution for their fix actually worked. Example – Uploads, don’t just start the upload but confirm it processed as well as confirm the data is present on iOffice after.

  • • The customer should agree with the solution when applicable. Not confirming your fix produces future calls and is considered an auto-fail.

• Offer Additional Assistance (2 points) – The tech offers additional assistance.

  • • Example “Is there anything else I can help you with today?”

• Closing (2 points) – End the email or chat politely. Example “Thank you for contacting Supersalon, have a nice day” “Enjoy the rest of your Day”

Automatic Fails

• Intentional Rudeness – Score is auto failed if tech is rude/sarcastic or displays unprofessional behavior during the interaction. Even if the customer is rude we have to stay professional. Do not take verbal abuse however if it is out of control, escalate the ticket.

• Failure to Reply – If a customer replies to tech on an email chain the tech needs to reply back and should do so as soon as possible. For chats, if the chat drops then the tech should email the customer to ensure that they don’t need further assistance. Alternatively, a ticket can be made for phone support to contact the customer. Email is preferred.