1. Diagnosis

Agent is not making promises where there is any dependency on another part of the organisation to execute.

2. Behaviour Observations

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

• Agent uses standard SLAs when they cannot deliver themselves, even if they do not believe them.
• Agent not giving a commitment when there is a dependency on another department.
• Agent does not seem to show any interest in whether work items passed to different departments are delivered or not.
• The quality of the requests passed to other departments is not good.

3. Session Objective

This is an agent who feels disempowered. They may not believe that requests they make to other parts of the organisation carry any weight or will be delivered reliably. The session objective is to show that this is not the case.

4. Session Tactics

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

Step 1: Discussion about who is the most important person in the organisation — the agent, as they are closest to the customer. Step 2: Prepare some requests that have gone to other departments and been delivered. Show the agent their success rates. Step 3: Get the agent to spend some time in the department they make requests of. Have them build specific relationships with one or two people who can execute special requests.

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