GUIDE / CX + EX
Coach one behavior at a time
Turn a call review into one useful action your CSR can practice.
· Suz.exe
Make feedback useful
A long list of mistakes can leave someone unsure where to start. Pick one behavior that would improve the next call.
A simple coaching routine
- Listen to a specific call together.
- Ask the CSR what worked and what they would change.
- Pick one behavior to practice.
- Agree on an action and the next check-in.
- Review another call to see what changed.
Practice the behavior
If the CSR doesn’t ask for the booking, practice that part of the conversation together. If they miss the next step, practice a clear closing summary.
Check the tools, too
Ask what made the call hard. A frozen screen, unclear policy, or missing information needs support from the business. Coaching cannot repair a broken tool.
