1. Diagnosis

The agent completes behind-the-scenes account management actions on the customer's behalf but does not surface them to the customer, missing an opportunity to demonstrate diligence and build trust.

2. Behaviour Observations

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

• The agent takes proactive account management steps on the customer's behalf but treats these as internal housekeeping that the customer does not need to hear about.
• The agent is reluctant to raise unasked-for actions with the customer out of concern that doing so will create a problem where none exists in the customer's mind.

3. Session Objective

The objective of the session is to help the agent see that routine, unasked-for actions taken on a customer's behalf carry relationship value when made visible. Help the agent understand that framing these actions for the customer is not about creating unnecessary alarm but about demonstrating that the bank is detail-oriented and cares. Get the coachee to develop a habit of identifying such actions before a call and thinking through how to present them in a way that connects to trust-building rather than problem-creation.

4. Session Tactics

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

Bring a call where the agent has taken a behind-the-scenes action on the customer's account that was not requested and was not mentioned to the customer. Discuss what the agent's intent was in taking that action and how they currently think about whether the customer needs to know. When language used in the room frames the action negatively or with more severity than intended, accept the correction and reframe around the bank's diligence and care rather than the consequence for the customer. Introduce the idea that good account management, when exposed to the customer, actively builds trust and connects to the bank's long-term identity. Ask the agent to write down three things they routinely do that they would not normally raise with the customer, then think about how to frame each one in the context of trust-building before their next calls.

5. GROW Experiments

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