Coach It!
A rep keeps forgetting to verify customer information.
What's the first coaching question you should ask?
Start by asking an open-ended question to understand the rep's thought process before correcting them.
Examples:
A new employee is nervous about taking their first live cancellation call.
Which leadership tool should you use first?
Empathy and Encouragement
Help them feel supported before expecting confidence.
A rep says,
"I've tried everything."
"I appreciate your effort. Let's look at what you've tried and see if there's another approach we haven't considered."
The manager says,
"Just follow the script."
The manager didn't explain why the script matters or coach the underlying skill.
What's more important—teaching WHAT to do or WHY to do it?
Teach both, but always explain the WHY.
A rep has low save numbers but excellent attendance.
What should you coach first?
Coach the behaviors that influence saves rather than focusing on the number itself.
Examples:
An experienced representative has become careless and is skipping required steps.
Which leadership tool should you use first?
Accountability
Address the behavior, explain the expectation, and reinforce why consistency matters.
A rep says,
"This customer just wants to cancel."
"What makes you feel that way? What did you learn about why they want to cancel?"
A manager immediately disciplines an employee without asking questions.
They assumed instead of investigating.
Why shouldn't every representative sound exactly like the trainer?
Because every employee has a different personality.
The process should stay consistent, but delivery should feel authentic.
A representative says,
"Customers just won't listen."
How would you coach them?
Help the rep look inward instead of blaming the customer.
Examples:
Two representatives are arguing and it's affecting the team's morale.
Which leadership tool should you use first?
Communication and Conflict Resolution
Meet with both employees, allow each to speak, and work toward a solution.
A representative is crying after a difficult customer call.
"I'm sorry that was a tough call. Let's take a minute, then we'll talk through what happened together."
A manager talks for the entire coaching session.
The employee isn't engaged in the conversation.
When should a trainer step in during role play?
Allow the trainee to work through the situation first, then provide feedback afterward unless they're developing a habit that could become difficult to correct.
A representative performs well during side-by-side coaching but struggles when taking calls independently.
How would you coach them?
Gradually reduce support while building confidence.
Examples:
A representative has steadily improved over the last month.
Which leadership tool should you use?
Recognition
Celebrate their progress and reinforce the behaviors that led to improvement.
A top performer says they're feeling burned out.
"Thank you for telling me. Let's talk about what's been weighing on you and see what support you need."
A manager only coaches employees when they make mistakes.
They miss opportunities to reinforce positive behaviors.
A trainee learns slower than everyone else.
What should you do?
DAILY DOUBLE
Adjust your training pace, provide more repetition, and use different teaching methods.
One of your top performers suddenly starts missing goals after months of success.
What is your first coaching conversation?
Don't assume poor effort. Start with curiosity.
Examples:
A struggling representative says,
"I don't think I'll ever be good at this."
Which leadership tool should you use first?
Coaching, Encouragement, and Confidence Building
Help them focus on progress, not perfection.
A representative argues every time they receive feedback.
"I'd like to understand your perspective first. Tell me how you felt that call went."
A manager treats every employee exactly the same.
People learn differently and have different strengths.
How do you know a trainee is ready to take live calls?
They consistently demonstrate the required behaviors, explain why they're doing them, and can handle common situations with confidence.