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Sample Report — Employee: Jordan Martinez Scenario: Angry Customer — Double Billing Complaint Rubric: De-escalation & Policy Adherence Date: Today, 2:31 PM
JM
Jordan Martinez
Customer Service Agent · Team 2
Session DateApr 21, 2026
Duration4 min 38 sec
Status✓ Completed
AssignmentQ2 De-escalation Sprint

Overall Score

82%
Weighted Performance Score
▲ Above Team Average (74%)

Score by Criterion

Empathy & Acknowledgment91%
Active Listening86%
Policy Adherence74%
Resolution Offer69%
Closing & Follow-Up88%
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Caller’s Main Concern

The caller was charged twice for their monthly subscription ($49.99 each) and was demanding both an explanation and a full refund for the duplicate charge. They were frustrated, threatening to cancel, and escalated twice when the initial resolution offer didn’t match their expectation.

✓
What Went Well
✓
Remained calm and professional throughout the conversation, even as the customer escalated their tone and threatened to cancel their account.
✓
Properly acknowledged the customer’s frustration before attempting to troubleshoot — using the customer’s name and validating their experience within the first 30 seconds.
✓
Verified account information accurately and confirmed the duplicate charge quickly, reducing customer uncertainty.
✓
Closed the call with a clear summary of next steps and a genuine thank-you, leaving the customer with a positive final impression.
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Areas for Improvement
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Initial resolution offer didn’t match the customer’s explicit request. Jordan offered a 20% discount when the customer clearly stated they wanted a refund. Listening for the specific ask before defaulting to a discount would have reduced escalation.
!
Did not explain the cause of the billing error. The customer was told the charge was removed but never told why it happened. Providing context builds trust and reduces future call-back volume.
!
Took approximately 48 seconds to locate the duplicate charge. System navigation practice would reduce handle time and project more confidence to the caller.
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Missed the proactive account check. After resolving the billing issue, Jordan did not ask if there were any other account concerns — a standard protocol step that was omitted.
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AI Coaching Recommendations — For Your Next Session with Jordan
1
Practice listening for the specific ask. Before recommending a solution, have Jordan repeat back what the customer explicitly asked for. This one habit eliminates most unnecessary escalation.
2
Add “explain the why” to the resolution script. When a billing error is corrected, Jordan should briefly explain the root cause — even just one sentence. It closes the loop and prevents follow-up calls.
3
Drill system navigation for billing screens. Timed practice locating duplicate charges and account history would bring handle time down significantly and project more confidence on live calls.
4
Add the proactive account check to closing. Before ending the call, Jordan should always ask: “Is there anything else on your account I can look into while I have you?” This is currently being skipped.
5
Repeat this scenario next week. Jordan’s empathy score is strong — the gaps are procedural, not behavioral. One more targeted practice run should close the remaining gaps.
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Call Transcript
Customer (AI) Hi, I need to speak with someone immediately. I’ve been charged twice for my subscription this month — both for $49.99 — and I want to know why this happened.
Jordan Hello, thank you for calling. I’m Jordan. I can absolutely hear that you’re frustrated and I want to help you get this resolved right away. Can I get your account number so I can pull this up?
Customer (AI) It’s 7-8-4-1-2. And yes, I’m frustrated. This has never happened before. I want a refund — the full amount of the second charge.
Jordan Completely understandable, and I appreciate your patience. Let me find that charge for you right now… Okay, I can see two charges of $49.99 on your account dated the 14th and the 15th. I’m very sorry this happened.
Customer (AI) So what are you going to do about it?
Jordan As a gesture of goodwill, I’d like to offer you a 20% discount on next month’s bill…
Customer (AI) I don’t want a discount. I want my $49.99 back. That’s what I said from the start.
Jordan You’re absolutely right, I apologize for the confusion. Let me process a full refund for the duplicate charge. You should see $49.99 back to your card within 3–5 business days.
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