dennis.gamolo@concentrix.com — Coaching Report

Week of 2026-05-25 – 2026-05-31

At a Glance

Scorecard

Scores reflect 2 calls reviewed. Overall score range: 1.00 – 5.00.

This Week's Coverage

Models Supported

Lower scores on MX4200 calls suggest a need to reinforce protocol steps specific to warranty and refund processing for this model.

Problem Categories

The average score of 3.00 for GENERAL INQUIRY calls indicates room for improvement in protocol adherence and information collection, especially around critical details like serial numbers and warranty status.

What Went Well

Polite and professional tone

You maintained a respectful and empathetic tone even when customers expressed frustration. This helped keep conversations constructive despite challenging circumstances.

#GI00130703

Documentation of purchase details

You successfully gathered essential purchase documentation, including invoice details and seller information, which is crucial for processing refunds and maintaining accurate records.

#GI00130703

Growth Opportunities

Collect critical information systematically

You missed the opportunity to collect the serial number and verify warranty status—both essential for processing refunds or RMAs. Next time, make it a habit to ask for the serial number and confirm warranty coverage before discussing resolution options. This will ensure you have all necessary information to move forward efficiently.

#GI00130703

Establish clear, reliable next steps

In one call, you relied on the customer to reply to an unspecified prior email, which creates uncertainty and risks losing contact. Next time, always confirm the customer’s preferred contact method (e.g., email address, phone number) and set a specific callback time or follow-up action. This reduces ambiguity and demonstrates proactive follow-through.

#GI00130703

Next Week's Focus

1. Start every refund/inquiry call by asking for the serial number and confirming warranty status. Use a simple script: _“To check your eligibility, I’ll need the serial number located on the back of your device. Can you share that with me?”_
2. Confirm contact preferences upfront. After gathering basic info, ask: _“How would you prefer we follow up? Email or phone? And could you confirm the best email address or phone number to reach you?”_
3. Set specific follow-up times rather than open-ended promises. For example: _“I’ll review this and call you back tomorrow at 3:00 PM. Does that work for you?”_
4. Avoid unnecessary troubleshooting when the customer has already decided to stop using the product. Focus on documenting their decision and moving directly to resolution options.

Technical Accuracy

Improvement

Failed to collect serial number or verify warranty status, both critical for refund/RMA eligibility (#GI00130703).

Improvement

No immediate resolution or self-help path offered despite customer frustration and switch to competitor (#GI00130703).

Improvement

Failed to capture customer's email address, creating dependency on an unconfirmed prior email thread (#GI00130703).

Coaching Moments

Improvement

“I’ve spent too much time on this troubleshooting issue, and I’ve already switched to the competition product and worked smooth, and I have no more time to troubleshoot anything.”

Note: The customer explicitly stated they were no longer using the product and had switched to a competitor. At this point, further troubleshooting suggestions were inappropriate and likely increased frustration. The best path forward would have been to acknowledge their decision, confirm refund/RMA eligibility criteria (serial number, purchase proof), and move directly to resolution options.

Escalation Lessons: What L2 Did

There were no escalated cases this week to provide Level 2 resolution insights.

Coach Appendix

This week’s highest-signal trend was inconsistent protocol adherence around critical information collection (serial number, warranty status) and unclear next steps. Focus next week on building a systematic habit for gathering these details upfront and confirming reliable contact methods to reduce follow-up ambiguity and improve resolution efficiency.