👋
Opening
12 pts
4
▾
Your initials
Call type
Used opening script
"Thank you for calling Maersk on behalf of Lowe's…"
Matched their tone
Calm if upset · warm if friendly · formal if professional
Showed empathy
Acknowledged before solving (if they were frustrated)
Took ownership
You led — didn't wait for them to guide you
👂
Listen & Diagnose
25 pts
3
▾
What's happening? (short)
💡 Tip
Search by their phone number first — before asking for order # or holding.
Listened, didn't interrupt
Didn't cut them off · didn't ask for info they already gave
Asked the right questions
What happened? · What do they need? · What's the order #?
Confirmed you understood
"So what I'm hearing is… is that right?"
✅
Resolve It
27 pts
4
▾
What did you do?
Gave a clear answer
Explained what & why — not just the answer
Handled pushback calmly
They disagreed — you addressed it without escalating
They agreed with the solution
"Does that work?" · "Are you okay with that?"
Was proactive
Offered helpful info before they asked
What's next for them?
🎯
Close Strong
20 pts
4
▾
Told them what's next
"The team will call when the previous stop is done"
Did the recap
"What I did was X, what you can expect is Y…"
⚠ Don't skip this
Thanked them warmly
"Thank you for calling, have a great day!"
Pitched the survey
"You may receive a brief survey — your feedback is appreciated."
⚠ Say it before hanging up
📋
Notes & Done
16 pts
2
▾
Disposition — tap one
EDP note entered
VTV/LVM w/ [who], [what]. [action]. [outcome]. [initials]
⚠ Affects your score
Correct disposition selected
Not "Booking" — pick the right one within 45 sec
⚠ Often wrong
📝 EDP Note — auto-generated
Complete the steps above — your note will appear here automatically.
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