Reply Champion · Team worksheet
One review meeting.
One change to check.
15 minutes. Preparation happens beforehand.
Location / date:
Facilitator / review window:
Bring one useful praise example, one service question, and a contrasting example if available. Read the full text; remove unnecessary personal details. Handle urgent or sensitive concerns privately.
0–2 min · Revisit the last action
What did we test? What happened? What is still unknown?
2–5 min · Name a behavior to repeat
What did a customer appreciate? What did we do that made it possible?
5–9 min · Examine one concern
What was reported? What is verified? What do we need to check?
9–12 min · Practice tomorrow’s conversation
Role-play the next message. Does the customer know what happens next, who owns it, and when they will hear again?
12–15 min · Agree on a small test
Change:
Owner:
Check date:
Which jobs or interactions will we check, and what will we record?
Next meeting: return to the evidence
Report the count checked and what happened. If there are too few relevant jobs, extend the check. Customer resolution, process follow-through, and ratings are separate observations.