Review the interaction, not the person

Use five observable lenses: accuracy, ownership, empathy, clarity, and an actionable next step. A useful review points to specific words or actions, explains their effect on the customer, and identifies one practice to try next.

A practical review rubric

Look for evidence in the interaction; use the review note to describe what happened.

Lens Effective evidence Coaching opportunity
Accuracy Distinguishes a reproduced error from a confirmed cause States a possible cause as fact
Ownership Names the next role and keeps the customer conversation connected Transfers work without an acknowledged receiving owner
Empathy Recognizes the customer's blocked task without blame Repeats the process without acknowledging the impact
Clarity Uses short sentences and explains what is known Uses internal shorthand or vague reassurance
Next step States the next action and who is taking it Ends without telling the customer what happens next

Worked review: a report export issue

Fictional interaction example for coaching practice.

Observed response

“Engineering is fixing the export. It should work tomorrow.”

  • The cause and Engineering ownership were not confirmed in the case notes.
  • The customer received a deadline without a verified source.

Constructive revision

“I’ve shared your error and reproduction steps with our Product Support Lead. We have not confirmed the cause yet; I’ll update you after the review identifies the next step.”

  • States the action and role using the recorded evidence.
  • Sets a clear next update condition without promising a date.

Give feedback that can be used

  1. 1

    Describe one observation

    Quote or summarize the specific response or action, without labeling the teammate.

  2. 2

    Explain its effect

    Connect the wording or handoff to what the customer could understand or do next.

  3. 3

    Agree on one practice

    For example, name the receiving role and the next customer update in the handoff note.

  4. 4

    Revisit the practice

    Use a later interaction or role-play to check whether the change made the next step clearer.