1. Precepting Observation
Today, you will be pre-cepting, or observing a fellow Customer Service Representative, as they
go through their daily routines and assist our members. Please keep the following things in mind,
and take notes of what you see, hear, etc. to share when class comes back together from your
experience to debrief.
As yousitwithyour fellow CSR,please keepthese thingsinmind:
 Be patient:Please holdquestionsuntil the memberisonmute orthe call iscompleted.
 Be engaged:Many of the processesyouare goingto observe todayare the same thingsyouwill
be doingonce you are live onthe floortakingcalls.Feel freetotake notesthroughoutthe calls
youlistento.
 Be respectful:The CSR youare sittingwithhasbeenwhere youare before,sotheyunderstand
howoverwhelmingthingsare.Theyare there tohelpyou,soplease remembertoappreciate
the time theyare givingyouandthankthembefore youleave.
My Name:_______________________ CSR Buddy’sName:_________________________
Date: ___________________________ Trainer:___________________________________
Be Respectful!

2. Pre-ceptingObservationSheet
Revision date: 11/02/2015
What kinds of callsdid you listento?
Was there evera time whenyourCSR
Buddygot stumpedandneededto
figure outwhatto do? What stepsdid
theytake to helpresolve the issue?
Listenclosely,what are some key
phrases that you heard?
Sometimeshavingabitof a “script” can
helpyoube preparedforyour calls.
What kindsof thingsdidyouhear?
Was anythingdifferent?
Didthe personyouwere sittingwithdo
anythingdifferentthanwhatwe’ve
discussedintrainingsofar?
Ask some questions!
What kindsof questionscame upwhile
youwere observing?
Tips and Tricks
What were a couple of yourbig take-
awaysfrom today?Didyou learnany
tipsor tricks you’d like toshare withthe
class?
How did you feel?
Nowthat you’ve hada chance to see
whatyour day to dayjob mightlooklike
inthe future,whatdidyouthink?Do
youhave any additional thoughtsafter
sittingwithyourfellow CSRtoday?