Action Items

FRANCINE

On December 1, Coach and I will watch 2 short films about empathy – The Power of Empathy and The Empathic Civilization. Afterwards, Coach and I will discuss the short films and I will discuss what I have learned and how will I apply what I have learned on my calls. After our discussion, Coach will require me to list down 10 empathy statements from the English movies/series that I have watched and should submit it before the start of my shift on December 3. This will run for 30 minutes and early progress review will happen on December 4.

On December 8, Coach and I will conduct a rapid fire activity on empathy. Coach will throw 10 different statements and I should be able to provide an empathy statement in a span of 3 seconds based on the list that I have created. I should be able to provide correct and sincere empathy on at least 8 out of the 10 scenarios. Coach will provide feedback after the activity. This will run for 30 minutes and follow up will happen on December 11 to revisit the action item and apply changes if needed.

MARK

On December 1, Coach and I will conduct 3 call simulations based on the following scenarios:

1.) Customer called multiple times about missed deliveries and was promised that the issue will be escalated to the distribution team. You provided your resolution however customer is still upset because he was given the same resolution before and issue has not been rectified.

2.) Customer requested for the paper to be placed at his front door because he is invalid and will not be able to get the paper if it is placed at his driveway. The carrier however is not following the delivery request. Customer keeps on talking and is not giving you a chance to speak.

3.) Customer is upset about his bill because it went up. He is aware that discounted rates are valid for 26 weeks however he is not willing to prepay. Customer keeps on interrupting you and wants you to assure him that his rate will not go up again after 26 weeks....