1. Diagnosis

Agent does not deliver a more complex explanation well; customer not understanding even if the agent is articulate.

2. Behaviour Observations

What you might see or hear that points to this pattern.

• The agent uses a lot of jargon in talking with customers.
• The agent assumes the customer has more understanding of company internal processes than is reasonable.
• The agent is worried that the customer does not think them sufficiently competent and is using jargon to hide the fact.

3. Session Objective

The objective is to help the agent see that the customer really doesn't care about their level of competence and will not complain if the agent says they do not know something. Subsequent to that, the session is about clear communication — getting the agent to deliver complete but simple explanations.

4. Session Tactics

How to prepare for and structure the 45-minute call review.

Bring 2 calls. The first where the agent is giving a lot of irrelevant detail and confusing the customer. The 2nd is a short piece of explanation that the customer understands. Discuss the 3 elements of trust: competence (can you do it), involvement (am I near the top of your priority list), sincerity (are you putting me or the company first). Which of these is at highest risk when you first talk to the customer? Almost always, it is sincerity — the customer's first concern is whether you are on their side or the company's. Competence matters, but customers will forgive not knowing something far more easily than they will forgive feeling that you don't care. Discuss why saying 'I don't know' builds trust (it is sincere). Role play a better explanation.

5. GROW Experiments

Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.

Behaviour Tags