Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Incorrect Reset Procedure

V2 Rubric (Shadow Grading)

V2 overall: 27.95% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Early Device Identification1 of 1 callsCollected model number and serial number early in the call.
  Why this matters: Having model and serial early enables faster troubleshooting and accurate reference to KB articles.

Growth Focus

• Incorrect Reset Procedure1 of 1 callsInstructed 5-press pairing for LN1100 which uses Pair button method, causing unresolved issue.
  Why this matters: Incorrect instructions can lead to customer frustration, repeat calls, and potential hardware damage.
  Example: Told customer to perform 5-press reset on LN1100, which only supports Pair button method.
  What better looks like: Verify model-specific reset procedures before instructing customers; for LN1100, use Pair button method.
• Missing Connectivity Test1 of 1 callsFailed to test WAN connectivity directly, leaving root cause unidentified.
  Why this matters: Without verifying upstream connectivity, issues may be misdiagnosed as device fault, leading to unnecessary replacements.
  Example: Did not connect laptop to wall Ethernet to check ISP connectivity.
  What better looks like: Always perform WAN isolation test: connect laptop directly to wall port to verify internet access.

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Before instructing any reset procedure, confirm the exact model and reference KB articles for model-specific steps.
  Why: Prevents incorrect guidance that leads to unresolved issues and customer frustration.
• Step 2
  Always perform a WAN isolation test by connecting a laptop directly to the wall Ethernet port to verify upstream connectivity before concluding device fault.
  Why: Avoids misdiagnosing ISP issues as device problems, reducing repeat calls.
• Step 3
  Document warranty status and eligibility during the call, especially when no paid support mention is present.
  Why: Ensures proper escalation paths and avoids billing issues for the customer.
• Step 4
  Avoid vague or repetitive instructions; instead, validate each step with the customer and confirm outcomes before proceeding.
  Why: Maintains clear communication and reduces confusion, improving resolution rates.

Escalation Lessons

No escalated case learning this week.

Evidence Calls