Quality Assurance Guidelines

Opens The Call

Uses Appropriate Greeting

Creates Support Log

Verify Account Information

Confirm Subscribers Request

Questions Appropriately

Exhibits Active Listening Skills

Utilize Resources To Identify Problem

Relays Cust Issue To Probable Cause

Creates Problem Statement

Sets Time Expectation

Follows Appropriate Policy/Procedure

Stays Within Support Boundaries

Controls Call Flow

Demonstrates Product Knowledge

Provides Clear, Accurate Solution/Info

Handles Call Efficiently

Confirms Subscriber Understanding

Refers Subscriber Appropriately

Summarize Findings

Gathers Appropriate Info

Represents Microsoft Favorably

Uses "We" Statements

Shows Courtesy/Respect

Remains Upbeat/Positive

Builds Rapport

Establishes Credibility/Confidence

Shows Empathy

Confirms Resolution Of Issue

Ends Call On Professional Note

Thanks Subscriber/Brand Close