1. Customer Interaction Form
CARE Service Quality:
Customer Interaction Form
"Regardless of the changes in technology, the market for well-crafted messages will always have an audience."
Quote reference, encapsulates what we are trying to do with the form…provide clear messaging to our supervisors and agents, that serves as the basis for a meaningful coaching conversation. This form provides a unique opportunity to empower our teams to share their expertise. We have experienced and knowledgeable SQ agents that should see this form as validation of our belief in their service evaluation skills. The form is undoubtedly a change for us as a whole, however we need to recognize its value, point it out to our teams and gain their buy in to insure success.

2. Vision & Values
We created a form that consolidates our quality vision (advocating for the customer and providing meaningful feedback) with the logic of evaluating the whole customer experience.
Our main mission is to ensure that we are providing feedback that supports the CARE strategy (“We inspire customer loyalty and grow customer confidence in the VP brands”). This is done by listening to and advocating for our customers in an effort to ensure [their] loyalty.
The form is not focused on a ‘score’; but is a more comprehensive evaluation of the customer experience. When handling interactions we need to make sure that the customer is our priority and as such, the SQ team will evaluate from this perspective.
This approach will allow us to focus on the correct behaviors that should be demonstrated in keeping with the ‘world class customer service’ that we are committed to provide to each and every customer we assist.
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3. Overview The form consists of three main sections: Overall Comments
Critical to the Customer
Strengths & Opportunities
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4. Overall Comment:
The comment section will give you a summary of the overall interaction. It will also show:
The reason the customer called.
What were the strong elements?
What were the opportunities?
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5. Critical to Customer (CTC):
Areas that are deemed important and/or may negatively impact the customer/ service experience.
This is based on a ‘yes’ or ‘no’ question. A ‘yes’ answer indicates that something ‘critical’ was missed on the call. A ‘no’ indicates the opposite.
Selections are made from the 7 CTC options. Multiple options can be selected from the drop down menu.
Note: These options may be consolidated in the future.
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6. Critical to Customer: Examples
Agent was rude
Did the agent behave (say/ write) in a unprofessional/ discourteous manner throughout the interaction?
Agent gave incorrect timelines
Were the timelines given correct?
Delivery dates/ Shipping speed
Contact hours, etc.
Did not ensure customer had accurate information
Did the agent correct any inaccuracies (spoken or written) held by the customer?
Agent gave incorrect information
Did the agent say/write anything that was not correct?
Agent did not accurately complete work in the customer account
Did the agent correctly complete any necessary work in the customer’s account?               
Update address
Edit document, website
Issue MC/refund, etc.
Did not preview and confirm before taking action
Did the agent (when necessary) preview and confirm document/ work to be done before taking action?
Agent did not address customer request
Did the agent fully address the customer’s issue/ request?
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7. Strengths and Opportunities
We have 5 high level expectations against which we will measure your performance and provide coaching if necessary.
Note: Multiple options can be selected from the dropdown box.
Coaching documentation will be provided via the “Notes” box
Please expand to review your feedback.
Notes in the pop up box should provide some guidance to support any of the strengths or opportunities they checked in the checklist
Should maintain consistent messaging, if we choose to call out a particular item as a strength or weakness, the notes should also be filled out to provide consistency of message
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8. Strengths and Opportunities:
Effective Communication:
Did the agent communicate clearly using correct grammar, diction and enunciation?
Product Knowledge:
Is the agent familiar with VP products and services?
Is the agent able to provide the right information?
Design Knowledge:
Did the agent demonstrate appropriate usage of the VP Studio and  Site Builder according to customer’s needs and/or questions?
Demonstrate customer de-escalation techniques:
Did the agent empathize/apologize, reassure, restate and resolve in an appropriate manner?
Did the agent educate the customer without placing blame?
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9. Strengths and Opportunities cont’d:
Demonstrate customer experience accountability:
Did the agent:
Take ownership of the call and the customer’s case?
Demonstrate his/her willingness to assist (tone, positive attitude, choice of words, being professional, etc.)?
Escalate the customer’s issue/case and follow up as appropriate?
Engage in helpful small talk to connect with the customer?
Connect with the customer’s emotion by empathizing / apologizing
Use proper hold technique and procedure?
Overall, did the agent provide a great customer experience including solutions at the end of the interaction?
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10. 1/16/2019