If you don’t know whether the employee is incompetent, you are not competent to hire or fire.
Your policies are incompetent. The fact that many companies make the same idiotic mistakes doesn’t make them less stupid.
You refuse to do business with people who choose not to have a phone or choose not to give you the number.
You demand a printout of the tax ...
“Incompetent” is a strong word - probably too strong. I think it is fair to say however that the employee is not maximally competent. That is, there are certainly people out there who would have handled the situation better than your employee, though perhaps such people are not easy to find and recruit for the type of position your employee has (or indeed, ...
I think the question is less about the employee, and more about identifying your own part in this:
Have you offered the right training to your employees?
Have you shared with your employees the right way to escalate something?
Do your employees know your expectation when it comes to saving a client?
If the computers don't allow outside internet access, but ...
The employee said our system does not accept clients
with no mobile phone numbers, so she would keep the old number in
Next time, please use a 555 telephone phone number instead.
This should reassure the client that their private information doesn't get leaked to whoever has been assigned their old mobile phone number (especially when mobile ...
These don’t sound like rare situations where an employee should have to rely on feelings and intuition to decide what to do. If you don’t have documented procedures for what to do if a client brings in screenshots on a digital device or asks to close their account, you have way bigger problems than one employee.
I wouldn’t attempt to make any judgement ...
I don't think the employee did anything wrong beyond forgetting to ask for hard copies. In addition, this client seems like they were already primed to leave.
Your employee made one clear mistake (although not a major one) in not being clear that a hard copy of the information was required. The rest seems perfectly within the range of acceptable behavior.