C.A.R.E Customer Advocacy & Remarkable Experience Form
Name: 


A red asterisk (*) indicates required questions.

  1. Date (MM/DD/YYYY)*


  1. Agent UID*


  1. Agent Name*


  1. Itinerary*


  1. Call ID*


  1. Present a friendly tone while using confident, professional, and positive language (MIDAS Opening)  *


  1. Remarks: *


  1. Build rapport through meaningful small talk and address the customer by name  *


  1. Remarks: *


  1. Acknowledge the customer’s emotion  *


  1. Remarks: *


  1. Assure customer of what you are going to do   *


  1. Remarks:


  1. Promised callback in case of disconnection  *


  1. Remarks: *


  1. Observe Proper Hold Procedure   *


  1. Remarks:*


  1. Clarify the need and the situation  *


  1. Remarks:*


  1. Ask effective probing questions   *


  1. Remarks:*


  1. Utilize tools and resources   *


  1. Remarks:*


  1. Provide accurate solutions and options   *


  1. Remarks:*


  1. Be resourceful and look for alternate solutions if you can't provide what the customer wants 


  1. Remarks:*


  1. Gain customer’s agreement   *


  1. Remarks:


  1. Recap all actions taken, along with changes made  *


  1. Remarks:*


  1. Educate customer on future steps, impacts, and self-service options   *


  1. Remarks:*


  1. Restate your name and offer additional assistance on current and other related issues  *


  1. Remarks:*


  1. Thank the customer for their business and include a loyalty statement (MIDAS Closing)  *


  1. Remarks:*





Ana Marie Sanchez