Support Peer Review

Is the information shared correct and helpful? If help or more information was needed from either the customer, or another team member, was it asked for?

Were all the customers questions answered and issues addressed? Was everything possible done to resolve the issue?

Was the original question or issue (and any follow up questions or new issues) properly understood? Were clarifying questions asked if there was a misunderstanding?

Was the correct tone used? Was it personable and professional? If there were mistakes, issues, or misunderstandings, were there appropriate apologies?

Were all policies and procedures followed? For example, were saved replies used when possible? If applicable, was the ticket escalation process followed?