FLC FirstLineCoach
FirstLineCoach.com

Every Day. Everyone. A Bit Better.

The Call Framework

A diagnostic tool for understanding where you are in the conversation. Click any position to explore.

The Call Framework Request Discover/Negotiate Delivery Satisfaction summary Customer Performer BRING THE RIGHT MOOD BE CURIOUS LISTEN FOR DIFFERENCE Platform (name, unit, ownership, listen) Understand concerns, do not diagnose Questions for understanding Reflect: Summarise and demonstrate understanding ESTABLISH AND AGREE THE GROUND FOR ACTION Make offers that target their concerns Listen to the customers reaction Make counter offers Effective promise 1. Customer finds it valuable 2. Set specific timeframes 3. Take ownership; its your promise 4. Outcome in customers world Make Promise Extract Commitments Declare Satisfaction DELIVERY OF ACTION Confirm the details of agreed action - Timescale - Specific - How CHECK SATISFACTION Confirmation Check is the customer satisfied Look for a declaration of satisfaction Declare Completion

How to use the loop

The loop is a diagnostic tool, not a script. It gives coaches and coachees a shared language to identify where they are in a conversation when reviewing a recorded call.

The key diagnostic insight: the loop reveals mismatches between where the agent thinks they are and where the customer actually is. For example, the agent may be in Q3 executing a solution, but the customer is still in Q1 trying to be understood.

Click any position on the loop to see related coaching plans.

An unhandled error has occurred. Reload 🗙