2011_Internal Sims
Name: 


A red asterisk (*) indicates required questions.

  1. Agent's name*


  1. Did the agent use the proper program greeting?*
    Yes
    No


  1. Did the agent understand and restate your question? (RESTATE NOT REQUIRED. AGENT MUST SAY: "I CAN HELP YOU WITH YOUR ______ QUESTION." PER JODY*
    Yes
    No


  1. Was the agent's tone confident and knowlegable?*
    Yes
    No


  1. Did the agent gather specific information so that the agent could perform an accurate search of the database?*
    Yes
    No


  1. Did the agent provide you with thorough, accurate information in response to your question?*
    Yes
    No


  1. Did the agent explain the appropriate business rules and/or FAQ accurately and clearly?*
    Yes
    No


  1. Did the agent use the proper program closing?*
    Yes
    No


  1. Please provide and specific comments regarding what was done well, what can be improved, or any gaps in learning that can be address with the class