* 1. Employee answered phone professionally giving his/her name.

* 2. Employee greeting was professional and courteous.

* 3. Appointment time was honored and wait time was short.

* 4. Employee solved problem or arranged a referral.

* 5. Employee offered alternatives/solutions to problem.

* 6. Employee was responsive to my problem.

* 7. Employee's tone was professional and courteous.

* 8. Employee offered a follow-up plan of action.

* 9. Employee offered to provide further help at close of session.

* 10. Additional Comments.

T