"All inside teams must remember to be be Switzerland, pretend you dont
know that Joe’s tone is just that way or that Caroline is having a bad
day.. we refer to it as WWDD- what would division do– this means how
would the president -who does know these agents grade this call– then
we do the same."
WWDD?! I love this concept. Kudos to the Bright House crew on keeping their objectivity. QA coaches and supervisors often and easily analyze calls relative to what they know about the agent, rather than looking at it from the customer’s perspective. This is a slippery slope that ends in a QA program that has little integrity or validity. In Barbara’s case, they bring objectivity by looking at it from their corporate President (whom, I assume would want them to meet/exceed customers’ expectations!).
How about a few others?
WWCE: What Would Customers Expect?
WWEE: What Would Exceed Expectation?
WWWC: What Would "WOW" Customers?