HMD 253 UNLV Hospitality Management Call Center Evaluation Paper & Sheet

User Generated

puupuu12

Business Finance

hmd 253

University of Nevada Las Vegas

Description

Attached you will find the template for Service Evaluation #3, which is focused on a contact center. I would recommend calling a hotel reservation line, Airline or other hospitality entity to complete your evaluation. While you are not being asked to book a room or anything, please ask questions as if you are interested in booking a reservation, but decline at the end.

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Call Center Service Evaluation Student Name: Name of Organization: Evaluate the service in each of the following areas Telephone is answered before the 5th ring Representative answers in a calm clear voice Representative gives name and asks for yours Representative sincerely asks how they can help you Representative understands your needs and is willing/able to assist Needs are handled in a single call Options are offered based on your needs You are not placed on hold for longer than 30 seconds Your name is used naturally and appropriately Representative seems knowledgeable Key information is given (including policies) Representative gives the impression s/he wants to help you Conversation is warm and unhurried, yet efficient Representative invites you to purchase the product or service Class & Section: Date: 1 (low) 2 3 4 (high) Overall Impressions - you must write a narrative of the experience. What went well, & what didn't? (300 word summary in a word document)
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Explanation & Answer

Attached.

Call Center Service Evaluation

Student Name:
Name of Organization:
Evaluate the service in each of the following areas
Telephone is answered before the 5th ring
Representative answers in a calm clear voice
Representative gives name and asks for yours
Representative sincerely asks how they can help you
Representative understands your needs and is willing/able to assist
Needs are handled in a single call
Options are offered based on your needs
You are not placed on hold for longer than 30 seconds
Your name is used naturally and appropriately
Representative seems knowledg...


Anonymous
This is great! Exactly what I wanted.

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