SBS MONITORING


A red asterisk (*) indicates required questions.

  1. Supervisor name*


  1. Agent name*


  1. Conversation ID*


  1. Greeting - Agent answered the call within 6 seconds  *


  1. Greeting- Agent introduced him/herself and thank the customer for calling
      *


  1. Greeting-Agent allowed traveler to provide their reason for calling while you actively listen
      *


  1. Verification-Agent performed security verification
      *


  1. Verification-Agent provided a mini-recap of the reservation
      *


  1. Discovery-Agent demonstrated (AER- Acknowledge,Empathy,Reassure)  *


  1. Discovery-Agent utilized notepad when capturing customer's concern  *


  1. Discovery-Agent paraphrased the concern of the caller to ensure understanding
      *


  1. Supervisor Remarks*


  1. Date (MM/DD/YY)*





Angel Claire Fuentes