1. Diagnosis

Agent underestimates the significance they have to the customer and treats the trust the customer has in them trivially.

2. Behaviour Observations

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

• On 2nd or subsequent calls, the agent introduces themselves as if they have not spoken to the customer before.
• Agent rushes through their own name when introducing themselves and often avoids using the customer's name.
• Agent acts as if they did not expect the customer to remember what they had told them.

3. Session Objective

If the agent believes that their job is simply to gather information to feed a workflow or system, they will exhibit this behaviour. Your goal is to help the agent see that the customer sees them as the key person in getting this work done, and the job of the organisation is to support them to make that promise and deliver it.

4. Session Tactics

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

A good place to start is with the agent's introduction. If they are rushing through their own name and not using their surname, discuss why. Our names are important parts of us. Another conversation: why the agent does not expect the customer to remember them. Agents who take 30 to 50 calls a day often assume the customer's experience is similar to theirs — that they are one of many. But the customer may have had only one call that week, and it was with this agent. Helping the agent see that asymmetry can be powerful.

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