In the service delivery analogy, the coaching should be which of the following?

• A. Invisible to the customer
• B. Highly visible to the customer
• C. Shown only in training manuals
• D. Not part of the plan

Answer: (A)

Coaching during service delivery should be invisible to the customer. The purpose is to support staff and improve how they interact, not to draw attention to the coaching itself or interrupt the flow of the service. When feedback happens discreetly, customers experience a smooth, confident interaction while staff receive timely guidance that helps them apply best practices consistently. If coaching is highly visible, it can feel like micromanagement and undermine trust, or distract from the customer’s needs. Therefore, coaching belongs in the plan as an ongoing, integrated activity that strengthens service delivery without the customer noticing the coaching process.