HFX CFT Feedback - Session 4

This feedback form is to be used by mentors following the Customer Facing Time session. This form is only to be used for sessions 3, 4, & 5



             

             

Name


A red asterisk (*) indicates required questions.


  1. Trainees' Name*


  1. Trainee properly greeted customers*
    Yes
    No


  1. Trainee was able to search for customer records*
    Yes
    No


  1. Trainee asked appropriate probing questions*
    Yes
    No


  1. Trainee used proper assurance statements*
    Yes
    No


  1. Trainee used appropriate hold etiquette*
    Yes
    No


  1. Trainee is searching and locating the correct knowledge base articles using the Symptom field*
    Yes
    No


  1. Trainee properly used Softphone in iLog*
    Yes
    No


  1. Trainee followed the correct knowledge base articles and asked the customer questions based on the articles*
    Yes
    No


  1. Trainee used PAIR workflow to troubleshoot issues*
    Yes
    No


  1. Trainee explained the reason for the next steps when appropriate*
    Yes
    No


  1. Trainee appropriately logged cases in iLog*
    Yes
    No


  1. Trainee appropriately used iCloud Support app*
    Yes
    No


  1. Trainee related to a customer's feelings or situation when appropriate*
    Yes
    No


  1. Please add any additional comments about the Customer Facing Time Session