CSR Behavior While Handling The Customer
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Aggressive with the customer
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Inappropriate negotiation
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Insulted the customer
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Shouted at the customer
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Used rude comments or behavior
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Over Promising
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Released/Avoiding the call
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Took things personally
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Other
Entering data on the system
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Didn't enter complete data on the system
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Didn't enter accurate data on the system
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Didn’t take the proper action on system
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Didn't include full complaints details on the application
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Other
Providing Complete/Right information
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Described inaccurate, incomplete information
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Described wrong information
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Didn't describe information at all
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Didn't inform customer about Sales Centers
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Didn't inform customer about Head office
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Informed customer about a non communicated data
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Didn’t direct customer to appropriate channel
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Didn’t escalate when required
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Wrong direction
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Other
Identify Customer Needs ( Troubleshooting )
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Didn’t ask effective questions
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Didn’t identify customer inquiry/problem
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Didn’t use appropriate trouble shooting
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Missing trouble shooting
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Other