customer experience qa guidelines

Updated as of 03/04/2013

CE Attributes WeightYWO

Weight

Issue Resolution

Was the customer's issue/concern

resolved/addressed to the full ability of the engineer?

Auto-fail N/A

Courtesy and Professionalism

Did the engineer exhibit proper call handling

techniques? Was the engineer courteous?

Auto-fail N/A

Listening Comprehension

Did the engineer understand the question/concern

presented to them?

25% 21%

WHAT: Engineer kept the conversation at a business / professional

level. Was courteous and respectful to the customer.

HOW: Refraining from assuming an air of superiority over the

customer and avoiding personal opinions or negative remarks

WHEN: Throughout the call

WHY: Customer satisfaction

WHAT: Engineer demonstrated active listening and was attentive to

the customer. Engineers ability to fully understand the concern.

HOW: Understood the customer with ease. Did not ask the customer

to repeat statements (unless they are inaudible or muffled).

Provided prompt verbal responses.


WHY: Customer satisfaction, AHT

Behavior Definitions

WHAT: Engineer provided a resolution and the necessary instructions

that minimized the possibility of a return call or escalation

HOW: Engineer's explanation about the resolution was clearly

understood by the customer. Engineer provided accurate information

along with the necessary details and ensured customer satisfaction

WHEN: When providing the resolution to the customer

WHY: Customer satisfaction, FCR

Message and Information

Was the message delivered by the engineer

understood?

25% 21%

Tone and Expressions

Did the engineer use the correct tone of voice, pacing and

volume to deliver the message? Could you hear the

engineer smile? (N/A for Email)

15% 13%

Language Structure

Was appropriate grammar / vernacular used?

15% 13%

WHAT: Engineer used correct grammar when communicating with

the customer and demonstrated proper usage of word order.

HOW: Engineer's grammar does not contradict the professional

language usage in business.



WHAT: Engineer was easily understood and took care to speak at a

level appropriate for the customer's technical ability, refraining from

technical jargon.

HOW: Engineer assessed the customer's technical level

appropriately and used the most efficient language that matched the

customer's knowledge E.g. Avoiding acronyms, technical jargon

WHEN: Throughout the call especially during troubleshooting

providing solution and/or instructions


WHAT: Engineer's inflection and tone demonstrated willingness to

help and used positive language.

HOW: Engineer maintained a pleasant sounding tone that conveyed

energy, sincerity, confidence, enthusiasm, and a positive attitude

throughout the call. Engineer used positive language and refrained

from using negative phrases like "I don't know or I cannot do it"



Pronunciation

Did the engineer's accent not have a negative impact

on the communication process? (N/A for Email and

Chat)

10% 13%

Value Add

Did the engineer provide above the line

service/information that was beneficial for the

customer's profile?

10% 9%

WHAT: Engineer profiled the customer appropriately and went above

and beyond in fulfilling the customer's excitement needs. (e.g. A.I.M /

PS / Win back)

HOW: Engineer offered A.I.M. / Premium Service. Offered more than

what is expected and still ensuring compliance to requirements /

processes set by Service Delivery.

WHEN: At any part of the call.

WHY: FCR, Customer Satisfaction

WHAT: Engineer spoke with clear, distinct enunciation, correct

pronunciation and diction

HOW: Words were pronounced correctly. Engineer's diction was

clear and correct.



WHAT: Engineer kept the conversation at a business / professional

level. Was courteous and respectful to the customer.

HOW: Refraining from assuming an air of superiority over the

customer and avoiding personal opinions or negative remarks



~ Courteous behavior was observed throughout the call/transaction.

~ Maintained due professionalism.

~ Often provides instructions in a form of a request instead of a

command.

~ Engineer addressed the customer incorrectly once and apologized.

(e.g. Customer's name is John and engineer called him Jack.)

~ 1 instance of improper salutation and apologized. (e.g. The customer

was a man, but the engineer kept addressing him "ma'am")

~ Engineer asked permission before calling the customer by his/her

nickname.

WHAT: Engineer demonstrated active listening and was attentive to

the customer. Engineers ability to fully understand the concern.

HOW: Understood the customer with ease. Did not ask the customer

to repeat statements (unless they are inaudible or muffled).

Provided prompt verbal responses.



~ Able to summarize/paraphrase the discussion as appropriate. Clarifies

or expands on the customer's request using his/her own words.

~ Engineer was an attentive good listener and did not ask the customer to

repeat information that was clearly stated previously in the conversation

Behavior Definitions YES

WHAT: Engineer provided a resolution and the necessary instructions

that minimized the possibility of a return call or escalation

HOW: Engineer's explanation about the resolution was clearly

understood by the customer. Engineer provided accurate information

along with the necessary details and ensured customer satisfaction

WHEN: When providing the resolution to the customer

WHY: Customer satisfaction, FCR

~ End to end resolution was provided to the customer's main concern/s.

~ Proper resolution was provided according to the requirements /

processes set by the Support Delivery.

~ Provided a resolution that was highly unlikely to result in a return call or

escalation from the customer.

~ Customer was too irate to offer win back options.

WHAT: Engineer used correct grammar when communicating with

the customer and demonstrated proper usage of word order.

HOW: Engineer's grammar does not contradict the professional

language usage in business.



~ Engineer did not commit any grammar errors.

~ No noticeable grammar errors.

~ Proper vernacular was used throughout the call.

~ Choice of words and responses were always appropriate for the

conversation.

~ Sentence construction was always appropriate.

WHAT: Engineer was easily understood and took care to speak at a

level appropriate for the customer's technical ability, refraining from

technical jargon.

HOW: Engineer assessed the customer's technical level

appropriately and used the most efficient language that matched the

customer's knowledge E.g. Avoiding acronyms, technical jargon

WHEN: Throughout the call especially during troubleshooting

providing solution and/or instructions


~ Engineer was proactive; anticipating the flow of the conversation.

~ Engineer was easily understood. Conversation did not create confusion

to the customer.

~ Flow of the conversation was seamless and not fragmented.

WHAT: Engineer's inflection and tone demonstrated willingness to

help and used positive language.

HOW: Engineer maintained a pleasant sounding tone that conveyed

energy, sincerity, confidence, enthusiasm, and a positive attitude

throughout the call. Engineer used positive language and refrained

from using negative phrases like "I don't know or I cannot do it"



~ Engineer spoke with an appropriate conversational volume for the

customer.

~ Engineer sounded empathetic, enthusiastic, confident and always used

positive phrases

~ Engineer's speech gave the customer the impression that he/she is

completely certain about what he/she is offering while providing

information or instructions.

~ Effortless and smooth. Exhibits a high degree of fluency. Tone and

pitch are used not only to emphasize key words/phrases but also to

enhance the communication flow.

~ If volume is too soft due to an amplifier/phone line issue, there must be

a sustained effort from the engineer.

~ A 'smile' is always heard.

WHAT: Engineer profiled the customer appropriately and went above

and beyond in fulfilling the customer's excitement needs. (e.g. A.I.M /

PS / Win back)

HOW: Engineer offered A.I.M. / Premium Service. Offered more than

what is expected and still ensuring compliance to requirements /

processes set by Service Delivery.

WHEN: At any part of the call.

WHY: FCR, Customer Satisfaction

~ Value add was provided.

~ Information/service was understood by the customer and proved to be

beneficial and made no negative impact to the transaction.

~ Upsolving, if any, was properly placed.

~ Above and beyond service was provided, ensuring customer

satisfaction

~ Turned customer's previous bad experience around.

~ Customer was irate but the engineer still managed to offer win-back

options without aggrevating the customer even more.

~ Ensuring FCR

Some examples of Value Add:

1. AIM

2. Offering a Premium Service though not required.

3. Offering S2Q.

4. Offering the customer to upgrade to the most recent TM software

version.

5. Educating customers about support numbers (TM or other

companies).

6. Rapport with Customers(in very specific cases).

7. Able to Win back an extremely irate customer.

8. Educating customers about the troubleshooting done to resolve the

issue.

WHAT: Engineer spoke with clear, distinct enunciation, correct

pronunciation and diction

HOW: Words were pronounced correctly. Engineer's diction was

clear and correct.



~ Engineer spoke with clear, distinct enunciation and pronounced the

words correctly

~ No impact on the conversation is observed.

~ Exhibits high fluency and neutralization of accent.

~ Does not mumble or 'mask' any discussion point

YWO (Yes With Opportunities)

No YWO option.

No YWO option.

~ Understands the customer with some clarification of major points

being discussed.

~ May need to ask follow-up questions to clarify important points.

~ Able to give summary of the discussion when appropriate.

~ Engineer asked the customer to repeat something that was clearly

said. (1 instance only)

~ Does not 'parrot' the customer.

~ Courteous behavior was observed throughout the call/transaction.

~ Maintained due professionalism.

~ Often provides instructions in a form of a request instead of a

command.

~ Engineer addressed the customer incorrectly once and apologized.

(e.g. Customer's name is John and engineer called him Jack.)

~ 1 instance of improper salutation and apologized. (e.g. The customer

was a man, but the engineer kept addressing him "ma'am")

~ Engineer asked permission before calling the customer by his/her

nickname.

~ Breakdown in behavior from the engineer was observed. (Condescending

tone, shouting, speaking in a vernacular other than what is understood, etc.)

~ Provided negative comments toward Trend Micro.

~ Clearing of throat for the most part of the throat.

~ Consistent heavy breathing (microphone to near the engineer's

mouth/nose). - Coaching for one instance unless customer reacted.

~ Engineer sneezed, yawned, coughed during the call.

~ Engineer released the call / chat session purposely.

~ Engineer addressed the customer incorrectly twice. (e.g. Customer's name

is John and engineer called him Jack.)

~ 2 instances of improper salutation (e.g. The customer was a man, but the

engineer kept addressing him "ma'am")

~ Engineer did not ask permission before calling the customer by his/her

nickname.

~ Persuaded the customer to speak in local dialect (Filipino, Ilocano,

Cebuano, etc.)

~ Able to summarize/paraphrase the discussion as appropriate. Clarifies

or expands on the customer's request using his/her own words.

~ Engineer was an attentive good listener and did not ask the customer to

repeat information that was clearly stated previously in the conversation

~ Glaring interruption/s for the most part of the call.

~ Customer reacted to an interruption made by the engineer.

~ Has difficulty understanding the key points of the discussion. Asks

customer to repeat himself (due to misunderstanding or failure to listen).

~ Occasionally asks irrelevant questions and gives inappropriate responses.

~ Has difficulty pinpointing client’s major area of concern.

~ 'Parroting' may be encountered.

~ Unable to follow the flow of the conversation. Asks irrelevant questions and

frequently asks the customer to repeat what was clearly said.

YES No

~ End to end resolution was provided to the customer's main concern/s.

~ Proper resolution was provided according to the requirements /

processes set by the Support Delivery.

~ Provided a resolution that was highly unlikely to result in a return call or

escalation from the customer.

~ Customer was too irate to offer win back options.

~ Engineer provided a resolution that would most likely result in a return call

or escalation from the customer

~ Resolution was not provided which may have caused the customer to

contact us again with the same concern. Confidence was lost due to inability

to communicate resolution.

~ Provided a resolution that did not follow the requirements / processes set

by Service Delivery.

~ Engineer did not log the customer's case in GCC.

~ Engineer used a 3rd party tool.

~ Did not read the DR policy to the customer before proceeding with the

purchase (Verifiers only)

~ Engineer did not commit any grammar errors.

~ No noticeable grammar errors.


~ Choice of words and responses were always appropriate for the

conversation.


~ Generally comprehensible.

~ Some clarification is needed but the meaning of message and most

relevant information is not impacted.

~ The meaning of the message may not be immediately understood

by the customer but is eventually clarified.

~ Audible background noise (Flag TL immediately, marked as NO for

the next audit if no improvement was noticed).

~ Unnecessary placing of customers on hold. (e.g. "May I place you

on hold for me to finish my logs for this call?")

~ Minimal unnatural pauses were noticed but did not affect the flow of

conversation.

~ Minimal fillers were noticed but did not affect the flow of

conversation.

~ For Chat cases, “Flooding” or asking 2 or more questions and not

waiting for the customer to respond first will be marked as YWO

unless excessive.

~ Communication flow is severely impacted.

~ Incorrect usage of pronouns, subject/verb agreements and other defects

are found throughout the entire interaction.

~ Sentence construction on transaction is inaccurate.

~ Observable impact seen on transaction.

~ Spelling error/s were noticed on chat and email transactions.

~ Choice of words and responses were mostly inappropriate and resulted to a

customer reaction.

~ Improper vernacular resulted to a customer reaction.

~ Engineer mostly adjusted his/her conversational rate

~ Slight choppiness may be noted. Uses some variety in tone and

pitch to emphasize important words/phrases.

~ There was an effort to adjust volume when there is a line / amplifier

issues but was not sustained throughout the call.

~ A 'smile' may be heard only as a result of a customer response

rather than as a regular method of interaction.

~ Engineer used ALL CAPS once.

~Engineer committed some grammar mistakes that did not effect the

clarity

~ Sentence structure follows all language rules however some minor

errors in verb tenses may be noted.

~ Errors with verb tense and pronoun usage may occur, ideally

corrected by the engineer.

~ Transliteration is observed but will have no impact to the

transaction.

~ Spelling error/s were noticed on chat and email transactions but will

have no impact to the transaction.

~ Few instances of improper vernacular was used.

~ Few instances where choice of words and responses were

inappropriate for the conversation.

~ No customer reaction.

~ Engineer was proactive; anticipating the flow of the conversation.

~ Engineer was easily understood. Conversation did not create confusion

to the customer.

~ Flow of the conversation was seamless and not fragmented.

~ Difficult to understand.

~ Customer must ask for clarification multiple times as the engineer doesn’t

share all relevant information or contradicts prior statements.

~ Information may be vague and/or confusing.

~ Period of dead air was noticed and customer reacted. (e.g. Customer

asked, "Are you still there?")

~ Excessive unnatural pauses which made the flow of conversation

disorganized

~ Excessive fillers which caused the customer which made the flow of

conversation disorganized

~ For Chat cases, Excessive “Flooding” or asking 2 or more questions and

not waiting for the customer to respond first.

~ Engineer spoke with an appropriate conversational volume for the

customer.

~ Engineer sounded empathetic, enthusiastic, confident and always used

positive phrases

~ Engineer's speech gave the customer the impression that he/she is

completely certain about what he/she is offering while providing

information or instructions.

~ Effortless and smooth. Exhibits a high degree of fluency. Tone and

pitch are used not only to emphasize key words/phrases but also to

enhance the communication flow.

~ If volume is too soft due to an amplifier/phone line issue, there must be

a sustained effort from the engineer.

~ A 'smile' is always heard.

~ Engineer could not adjust his/her conversational volume and had to repeat

the information several times or sounded like shouting

~ Very monotonous throughout the interaction.

~ Any variety in tone or pitch is either accidental or forced.

~ No effort to increase volume when there is a line / amplifier issue.

~ There is no 'smile' heard.

~ Using ALL CAPS during a CHAT transaction will be considered a negative

tone.

~ Engineer used ALL CAPS on most parts of the transaction

~ Value add was provided.

~ Information/service was understood by the customer and proved to be

beneficial and made no negative impact to the transaction.

~ Upsolving, if any, was properly placed.

~ Above and beyond service was provided, ensuring customer

satisfaction

~ Turned customer's previous bad experience around.

~ Customer was irate but the engineer still managed to offer win-back

options without aggrevating the customer even more.

~ Ensuring FCR


1. AIM


3. Offering S2Q.

4. Offering the customer to upgrade to the most recent TM software

version.


companies).



8. Educating customers about the troubleshooting done to resolve the

issue.

~ Engineer spoke with clear, distinct enunciation and pronounced the

words correctly

~ No impact on the conversation is observed.

~ Exhibits high fluency and neutralization of accent.

~ Does not mumble or 'mask' any discussion point

No "No" option.

~ Customer had a hard time understanding the engineer's accent or

pronunciation of particular words and the engineer had to repeat information

several times.

~ Impact on the conversation is observed.

~ Has native-sounding vowels and several sound substitutions.

~ Many words may be mispronounced causing apparent confusion.

~ Will have numerous errors in syllables stressed. May mumble or 'mask'

routine discussion points.

~ Engineer's diction or pronunciation was rarely unclear and did not

majorly disrupt the conversation.

~ Minimal impact on the conversation is observed.

~ Has native-sounding vowels and some sound substitutions.

~ May display errors in syllables stressed.

~ Does not mumble or 'mask' critical discussion points.

~ Understanding of the value wasn't thoroughly established.

~ There maybe very minimal impact on the transaction when engineer

transitioned to upsolving.

~ Engineer was unable to position win-back/PS offering effectively.

~ Observed slight confusion from the customer when transitioning to

upsolving or explaining value add service/information.

~ Engineer did not offer PS as instructed in the SEM.

A Premium engineer or a Level 1 engineer escalated a malware case

without performing the following:

a. Inform the customer of the malware details.

b. Ask the customer to back up his/her important files.

c. Inform the customer that the L2 engineer will assess if the malware

can still be resolved based on its type (e.g. Rootkit, Fake AV, and

etc.)

d. Set expectation to the customer that if worse comes to worst it may

lead to a computer format due to the malware difficulty.

A Level 2 engineers handled a malware case without performing an

initial assessment and an action plan to the customer.

Details:

a. Difficulty of the malware.

b. Action Plan.

c. If the action plan fails, the options are team track or reformat.

For Team track:

L2 should explain the process and the turnaround time and

the success rate which is not 100% guarantee that the malware will

be resolved depending on the type.

For format:

L2 should explain to the customer that it is much faster to

clean the computer and 100% assurance that the malware will be

~ Breakdown in behavior from the engineer was observed. (Condescending

tone, shouting, speaking in a vernacular other than what is understood, etc.)

~ Provided negative comments toward Trend Micro.

~ Clearing of throat for the most part of the throat.

~ Consistent heavy breathing (microphone to near the engineer's

mouth/nose). - Coaching for one instance unless customer reacted.

~ Engineer sneezed, yawned, coughed during the call.

~ Engineer released the call / chat session purposely.

~ Engineer addressed the customer incorrectly twice. (e.g. Customer's name

is John and engineer called him Jack.)

~ 2 instances of improper salutation (e.g. The customer was a man, but the

engineer kept addressing him "ma'am")

~ Engineer did not ask permission before calling the customer by his/her

nickname.

~ Persuaded the customer to speak in local dialect (Filipino, Ilocano,

Cebuano, etc.)

No N/A option.

~ Glaring interruption/s for the most part of the call.

~ Customer reacted to an interruption made by the engineer.

~ Has difficulty understanding the key points of the discussion. Asks

customer to repeat himself (due to misunderstanding or failure to listen).

~ Occasionally asks irrelevant questions and gives inappropriate responses.

~ Has difficulty pinpointing client’s major area of concern.

~ 'Parroting' may be encountered.

~ Unable to follow the flow of the conversation. Asks irrelevant questions and

frequently asks the customer to repeat what was clearly said.

No N/A option.

No N/A

~ Engineer provided a resolution that would most likely result in a return call

or escalation from the customer

~ Resolution was not provided which may have caused the customer to

contact us again with the same concern. Confidence was lost due to inability

to communicate resolution.

~ Provided a resolution that did not follow the requirements / processes set

by Service Delivery.

~ Engineer did not log the customer's case in GCC.

~ Engineer used a 3rd party tool.

~ Did not read the DR policy to the customer before proceeding with the

purchase (Verifiers only)

No N/A option.

~ Communication flow is severely impacted.

~ Incorrect usage of pronouns, subject/verb agreements and other defects

are found throughout the entire interaction.

~ Sentence construction on transaction is inaccurate.

~ Observable impact seen on transaction.

~ Spelling error/s were noticed on chat and email transactions.

~ Choice of words and responses were mostly inappropriate and resulted to a

customer reaction.

~ Improper vernacular resulted to a customer reaction.

No N/A option.

~ Difficult to understand.

~ Customer must ask for clarification multiple times as the engineer doesn’t

share all relevant information or contradicts prior statements.

~ Information may be vague and/or confusing.

~ Period of dead air was noticed and customer reacted. (e.g. Customer

asked, "Are you still there?")

~ Excessive unnatural pauses which made the flow of conversation

disorganized

~ Excessive fillers which caused the customer which made the flow of

conversation disorganized

~ For Chat cases, Excessive “Flooding” or asking 2 or more questions and

not waiting for the customer to respond first.

No N/A option.

~ Engineer could not adjust his/her conversational volume and had to repeat

the information several times or sounded like shouting

~ Very monotonous throughout the interaction.

~ Any variety in tone or pitch is either accidental or forced.

~ No effort to increase volume when there is a line / amplifier issue.

~ There is no 'smile' heard.

~ Using ALL CAPS during a CHAT transaction will be considered a negative

tone.

~ Engineer used ALL CAPS on most parts of the transaction

N/A for EMAIL Transactions

No "No" option.

~ Engineer did not have an opportunity to upsolve.

~ Customer was too irate to try to offer win-back options.

~ Customer was too irate to offer PS

~ Customer had a hard time understanding the engineer's accent or

pronunciation of particular words and the engineer had to repeat information

several times.

~ Impact on the conversation is observed.

~ Has native-sounding vowels and several sound substitutions.

~ Many words may be mispronounced causing apparent confusion.

~ Will have numerous errors in syllables stressed. May mumble or 'mask'

routine discussion points.

N/A for ONLINE transactions

No N/A option.

No N/A option.

N/A

No N/A option.

No N/A option.

No N/A option.

N/A for EMAIL Transactions

~ Engineer did not have an opportunity to upsolve.

~ Customer was too irate to try to offer win-back options.

~ Customer was too irate to offer PS

N/A for ONLINE transactions

Attribute Name Change Type Change

Language Structure Addition


~ Choice of words and responses were always appropriate for

the conversation.


Value Add Addition


1. AIM


3. Offering S2Q.

4. Offering the customer to upgrade to the most recent TM

software version.


companies).



8. Educating customers about the troubleshooting done to

resolve the issue.

Attribute Behavior Definition Addition

Value Add: WHAT: Engineer profiled the customer appropriately

and went above and beyond in fulfilling the customer's

excitement needs. (e.g. A.I.M / PS / Win back)

Tone and Expressions DeletionDeleted: entries with the word "fragmented" since definition is

already measured under Message and Information

Language Structure Addition Added "with customer reaction" in YWO

Issue Resolution Others Removed PS offering - moved to Value Add

Value Add Addition Added PS offering - from Issue Resolution

Issue Resolution Addition Added Engineer used a 3rd party tool.

Value Add Addition

YWO - A Premium engineer or a Level 1 engineer escalated a

malware case without performing the following:

Courtesy & Professionalism AdditionNO - Persuaded the customer to speak in local dialect (Filipino,

Ilocano, Cebuano, etc.) -

Issue Resolution AdditionNo - Did not read the DR policy to the customer before

proceeding with the purchase (Verifiers only)

Change Reason Date Completed

Calibration 10/25/2012

Meeting 10/25/2012



Meeting 11/12/2012

Others 2/8/2013

Others 2/8/2013

Others 3/4/2013

Others 3/4/2013

Others 3/4/2013

Others 3/4/2013

customer experience qa guidelines

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