1. Diagnosis

Agent does not use the last 10s of the call well and does not leave the customer with the best impression possible.

2. Behaviour Observations

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

• The agent says 'is there anything else I can do for you' without sounding like they mean it.
• The call just tapers away without a positive ending.
• The agent makes a standard request like 'you may get a survey' as the very last part of the call.
• The agent always tries to get the last word.

3. Session Objective

The objective is to have the agent prepared to make a positive impression on the last 10s to 30s of the call. The strategy will be different if this is the last time the agent will speak to the customer or if they expect a subsequent contact.

4. Session Tactics

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

If this is the last expected contact and the agent thinks the customer doesn't expect another interaction: conclude with a positive statement that they are pleased they got the issue resolved. If there is to be another contact: conclude with their name and when the agreed contact will be. If the customer is leaving unhappy: outline what the company will do next and the other avenues open to the customer. Play a call (last part only) and role play how it could be done differently.

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