training → sales assistant

The customer, Janet, called to report issues with her new modem, specifically that the internet connection keeps dropping intermittently. The agent initially misidentified the customer as 'Jared', which could lead to confusion and a lack of trust. The agent attempted to troubleshoot the issue by asking for details about the connection drops. However, the conversation did not progress towards a resolution, as the agent did not provide any solutions or next steps before the call ended. This misidentification and lack of resolution present compliance concerns.