From review to coaching
A useful review ends with a behaviour that can be tried in the next working week.
Choose an observable moment
Instead of asking someone to be more empathetic, identify the moment when they could acknowledge the customer's concern before explaining the next step. An observable behaviour makes feedback easier to discuss and avoids reducing a person to a score.
Practise a difficult variation
Rehearse the behaviour with a customer who interrupts, has incomplete information or disagrees with the answer. Discuss which words remain useful and which need to change. Practice should prepare judgement rather than reward memorisation of one ideal exchange.
Return to the evidence
Agree when to listen again and what to notice. Review whether the change helped the customer understand the outcome, not simply whether a phrase appeared. If the same issue persists across the team, examine the guidance and process before prescribing more individual coaching.