GROW Coaching Playbook

GOAL - Define Milestone

Focus: Shift focus away from just the final "save". Guide agents toward structural conversational milestones.

"What specific milestone were you trying to hit in the first 60 seconds of this call?" 

"What does a successful customer interaction look like for this specific profile?" 

REALITY - Deconstruct the Tape

Focus: Analyze behavior cleanly. Separate objective execution parameters from the raw customer sentiment. 

"Listening to the playback, where exactly did you notice a shift in the customer’s tone?" 

"What soft indicators did you notice, and how did you respond to them?" 

OPTIONS - Expand the Playbook

Focus: Brainstorm alternatives. Open up creative microoptions to match budget or structural concerns. 

"If you could rewind to the moment they mentioned budget, what are three different micro-options you could offer?" 

"What could you say next time to diagnose the root cause before offering a discount?" 

WAY FORWARD - Secure Commitment

Focus: Finalize accountability. Walk away with one tactical behavior change to deploy immediately. 

"What is the single behavior you are going to commit to practicing on your next call?"

"How will you remind yourself to use this technique when a customer pushes back?"