FirstLineCoach
Agent undervaluing themselves to customer
D2 — Coaching1. Diagnosis
Agent is not platforming well; they are not effectively indicating the scope of their role and their commitment to getting a solution for the customer at the start of the call.
2. Behaviour Observations
What you might see or hear that points to this pattern.
- The customer is treating the agent as a low-level employee who cannot do much for them.
- The agent is not taking responsibility for delivery to the customer.
- The agent is avoiding making promises to the customer.
- The agent is not making clear the scope of their role to the customer.
3. Session Objective
When customers either call a call centre or receive a call from someone they do not know, their expectations are low. In order to deliver an effective service, the customer must believe the agent has the willingness and organisational power to deliver. Using effective platforming allows the agent to establish credibility and is more likely to lead to a good outcome.
4. Session Tactics
How to prepare for and structure the 45-minute call review.
Every department has a function that can be expressed as a positive mission statement. Come to the session with a draft of this statement ready, then work with the coachee to make it their own. For example: 'We are a complaints department, set up on the direct instruction of the CEO. Your complaint has been ESCALATED to me and I will OWN your complaint until resolution. My name is XY and you can call me at any time.'
5. GROW Experiments
Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.
Carry out platforming at the start of all calls.
If the agent is being diminished by the customer (e.g. 'I've heard it all before'), then re-platform specifically to rebuild authority.
Practice using more power terms: ESCALATED rather than 'assigned', 'I will OWN your request to completion' rather than 'I will look into that for you'.