Diagnosis

The agent resolves the immediate customer loss but treats the underlying product limitation as outside their responsibility, stopping short of raising it as feedback to the product team.

Session objective

The objective of the session is to help the agent understand that identifying product issues is part of the complaints team's responsibility, not just the product team's. Help the agent see that the complaints team is better positioned than anyone to surface these gaps. Get the coachee to leave with three distinct layers of action: resolving the immediate case, advising the customer on what to do next time, and feeding the product limitation back through the appropriate channel.

Session tactics

Play a call where the agent resolves the customer's immediate loss but cannot give the customer a reliable set of rules to follow in future. Use the group to test whether the agent's resolution was complete, inviting others to say what else they would have done. When the agent dismisses the product gap as someone else's problem, challenge directly by asking the group where the bank is more likely to hear about product failures than from the complaints team. If the group defers to the product team to discover issues themselves, push back and name the complaints team as the better-placed listener. Close by framing three takeaways — the immediate fix, next-time guidance for the customer, and a product feedback action — and note openly which of the three the group did and did not commit to taking forward.

Behaviour observations

• The agent resolves the customer's financial loss but cannot provide a definitive set of rules the customer can follow to be sure a card payment will be accepted in future.
• The agent identifies a product limitation during the session but categorises it as a product team problem rather than something the complaints team should act on.
• When challenged, the agent and the team leader in the room defer responsibility for product feedback to the product team itself.

Experiments

• The agent will, when closing a complaint that exposes a product limitation, identify and record a specific piece of feedback that could be passed to the product team, in addition to resolving the immediate customer issue and advising the customer on next steps.