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    Arjun Balliga-Call 1

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    sapna
    The document provides a performance review of a customer service call with Arjun Balliga on August 2nd. It rates his language skills, customer service, areas he did well in like being polite, and areas for improvement such as active listening and using more collaborative vocabulary. Next steps suggested focusing on building rapport, personalizing calls, demonstrating empathy, and improving vocabulary and pronunciation through self-learning links provided.

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    Arjun Balliga-Call 1

    Uploaded by

    sapna
    18 views3 pages
    The document provides a performance review of a customer service call with Arjun Balliga on August 2nd. It rates his language skills, customer service, areas he did well in like being polite, and areas for improvement such as active listening and using more collaborative vocabulary. Next steps suggested focusing on building rapport, personalizing calls, demonstrating empathy, and improving vocabulary and pronunciation through self-learning links provided.

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    The document provides a performance review of a customer service call with Arjun Balliga on August 2nd. It rates his language skills, customer service, areas he did well in like being polite, and areas for improvement such as active listening and using more collaborative vocabulary. Next steps suggested focusing on building rapport, personalizing calls, demonstrating empathy, and improving vocabulary and pronunciation through self-learning links provided.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    18 views3 pages

    Arjun Balliga-Call 1

    Uploaded by

    sapna
    The document provides a performance review of a customer service call with Arjun Balliga on August 2nd. It rates his language skills, customer service, areas he did well in like being polite, and areas for improvement such as active listening and using more collaborative vocabulary. Next steps suggested focusing on building rapport, personalizing calls, demonstrating empathy, and improving vocabulary and pronunciation through self-learning links provided.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    Name: Arjun Balliga

    Call Date: 2nd August


    Manager: Shiv Sharma
    Interaction ID: 57228831

    Call Duration: 25:32

    Language Rating

    Vocabulary 2
    PSI and Fluency 2
    Grammar 2
    Average Score 2.0
       
       

    Customer Service Rating

    Active Listening 2
    Call Management 2
    Relationship Building 2
    Average Score 2.0

    Doing Well Areas of Improvement


     Call Opening: You introduced and  Call Opening: You started the call by
    checked if it is a good time to talk saying “hi” – you need to follow the call
    however, you could have used opening structure
    relationship building statement  Personalization: You personalized the
    proactively call sounding confident at times.
     You sounded polite and courteous.
     Used verbal nods and acknowledged  Call Management: Ask for details about
    most of the times. the issue and fact finding during the start
     Ended the call with a positive relationship of the call
    building statement  Paraphrase so that you can understand
    effectively and clarify details with the CX
     Vocabulary: Though you comprehended
    Impact: to CX’s words and phrases effectively you
    An effective call opening sets the right first could improve your choice of words and
    impression and the tone for the rest of the tone to enhance effectively.
    call.  Active listening – Customer was asking a
    question and you asked him to repeat it.
    Errors did cause customer confusion
    asking you to repeat most of the
    information
     Pronunciation: in-faah-ma-tion-
    Information/

    Verbiage Used Suggested Alternatives


    1. “do you want my assistance to go on a 1. “Let me help you on this, let’s do a
    screen sharing and fix this” screen-share session”

    2. Customer asked for the 6-digit code and 2. “Please give me a moment its generating
    you responded “hmm-hmm -Its the code”
    generating, give one moment”

    3. You waited for the code to be generated 3. “(Cx Name), I have the code, you ready to
    and went back to the customer saying “6- enter it?”
    9-5-3-7-6” and customer asked for the
    code again since he was not prepared

    4. “show me your database” 4. “Please try this…”

    5. “you give another one moment…ok” 5. “let me check this for you…”

    6. “I think that will actually helps in quicker 6. “If your able to do that again I am sure it
    resolution than troubleshooting like will help in resolving the issue and you
    what’s happening in previous one right? could reach me on my email for further
    and let me know when you” help”

    Next Steps

    Focus on using collaborative vocabulary; identify opportunities to build rapport with the cx. Personalize the call
    and demonstrate empathy.

    Self-learning links for Vocabulary and sounds (s/sh Example: Session):

    https://www.youtube.com/watch?v=e_aA-Hc74Ag - Vocabulary

    https://www.youtube.com/watch?v=3UKNO_-m7so&feature=youtu.be - Sounds

    https://www.youtube.com/watch?v=ot83fx4_Vzk&feature=youtu.be - Sounds

    https://www.youtube.com/watch?v=k98VNRLEisE&feature=youtu.be -Sounds

    http://www.english-4u.de/grammar1.htm. - Grammar

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