Learning Objectives

Participants will be able to:

1. Map the caller journey to pinpoint “moments that matter” where errors compound.

2. Translate the Four Keys into observable call behaviors (acknowledge emotion, set expectations, give timed updates, close the loop).

3. Apply onstage/backstage design to standardize warm transfers, read-backs, and supervisor escalations.

4. Practice service-recovery language to stabilize callers when delays or repeats occur.

5. Implement two quick wins (script or checklist) to improve consistency on the very next shift.