Your weekly coaching path

Week-over-Week Progress

Scorecard

Main focus: Warranty verification

V2 Rubric (Shadow Grading)

V2 overall: 7.5% across 1 v2-scored calls this week

• Unresolved: 1

Where Did the Time Go

By Product Family

By Problem Category

What You Did Well

• Polite communication1 of 1 callsAgent maintained a polite tone and offered repeated apologies across the single call handled this week.
  Why this matters: Polite communication helps de-escalate frustrated customers and maintains brand reputation.
  #PR00128785

Growth Focus

• Warranty verification1 of 1 callsFailed to verify warranty status, purchase details, or serial number for a defective product claim in the only call this week, leading to an unsupported resolution attempt.
  Why this matters: Skipping warranty verification risks providing incorrect refunds, violating policy, and creating repeat contacts.
  Example: In ticket #PR00128785, the agent offered a $22 gift card without checking warranty status or serial number, despite the customer demanding proper replacement.
  What better looks like: Always verify warranty eligibility (purchase date, serial number, product registration) before offering any resolution for defective hardware.
  #PR00128785
• Escalation protocol1 of 1 callsDid not escalate to a supervisor despite clear customer frustration and external escalation threat (BBB complaint) in the only call this week.
  Why this matters: Failing to escalate high-frustration cases risks customer churn, legal complaints, and brand damage.
  Example: In ticket #PR00128785, the agent ignored the customer's explicit BBB complaint threat and did not initiate escalation.
  What better looks like: Immediately escalate to a supervisor or manager when customers mention external complaints, threats to reputation, or repeated dissatisfaction.
  #PR00128785

Callback Flags

No callback chains detected.

Documentation Accuracy

No documentation mismatches detected this week.

Practice Plan

• Step 1
  Verify warranty status, purchase date, and serial number before offering any resolution for defective hardware claims
  Why: Skipping verification leads to incorrect resolutions, policy violations, and repeat contacts
  This week: #PR00128785
• Step 2
  Immediately escalate to a supervisor when customers mention external complaints, BBB involvement, or repeated dissatisfaction
  Why: Failing to escalate high-frustration cases risks legal complaints and brand damage
  This week: #PR00128785
• Step 3
  Explain the basis for any refund/replacement offer, including policy references and eligibility criteria
  Why: Unjustified offers erode trust and create compliance risks
  This week: #PR00128785

Escalation Lessons

No escalated case learning this week.

Evidence Calls

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