Was the agent empathetic? - Creates a genuine, human connection, Was the customer educated? - Taught customer how to self-serve when applicable, Was the issue resolved to the customer's satisfaction? - Offered best solution(s), Was the experience effortless for the customer? - Do not make customer contact us again for the same issue, Did the agent follow all proper policies and procedures? - Verified all essential order information (e.g. order type, item and quantities, shipping address and delivery time, PV, order total, credit card, etc.),

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