Customer Service Coaching Program

Keeping the Brand Promise

Description:
Having managers and supervisors trained to coach associates daily on their use of customer service skills sends a strong message about your organization’s commitment to quality and service.

A training session kick starts the learning process; yet real behavior change occurs back on the job when your staff has the opportunity to apply the skills and techniques. To maximize your investment in Connecting with Customers, your customer service managers and supervisors must become involved in modeling and coaching these program skills every day.

Program Objectives:

1. Define your role as a coach
2. Make choices that lead to effective behavior
3. Conduct more powerful feedback sessions

Workshop Outline:

I.  Module One: Your Role in the Coaching Relationship

• Discuss the benefits of coaching
• Understand your role in the coaching relationship
• Review the Coaching Connection Model

II.  Module Two: How You Communicate

• Describe behaviors using action statements
• Create action statement guidelines

III.  Module Three: Your Choices as a Coach

• Know the choices you have as a Coach
• Discuss the effect your choices have on your staff
• Learn the seven steps for giving feedback

Target Audience:
All supervisors and managers with coaching responsibilities
 

To speak with an LSA Expert to learn about the customer service coaching program customization and delivery options for your company, please contact us.