What other reason could I possibly get fired for?

As a lot of you know, I have been working as a customer representative for a couple months now. Honestly, I thought I was doing a great job because I hardly have issues with customers and even have been complimented on great customer service and going above and beyond for them to resolve issues. I mean, occasionally I’ll have the nastiest and rudest customers ever….but other than that I still remain very helpful and patient.

My job coach went over my monitors and I saw that my scores were kinda low and didn’t pass an 85% which I was extremely surprised. I honestly don’t know what I did wrong because she told me that I need to engage more in small talk with the customer to make it more personal.

Not only that but we HAVE to say we are sooo sorry for glass damage or we will lose 30 points. I have been saying that each time but I guess I have to go above and beyond and ask “Are you ok?” and engage even more. I got docked for saying “yeah” instead of “yes” or “can I?” instead of “may I?”. I say “May I” most of the time but sometimes “can I” slips out which is natural…same thing goes for the “yes”...sometimes “yeah” just naturally slips out once in a while but I don’t think it’s a big deal. I would argue that I 90% of the time say “may i” and “yes” but I feel it’s not worth it anyways.

Honestly, I am not sure what I’m doing wrong here but if there’s no improvement by next week I’ll probably lose my job. I mean I remain friendly and get the job done…what else can I do?? I mean not that it matters too much because I’m leaving for an internship soon BUT it bruises my ego that I can’t even keep a simple job I thought was easy and doing great at.