Coaching Customer Service
How a Coach Can Improve Customer Service Performance
Coaching is a wonderful way to help an individual develop their
customer service skills.
Coaching can be performed on a one-to-one basis or within a group.
Coaching sessions can be scheduled at the convenience of both parties to
fit in with the individual's working day.
To become a good customer service coach you will need to undertake
training yourself. Coaching requires a high level of skill, indication
A good coach can achieve speedy improvements in customer service skills.
Coaching can be formal or informal, and can be structured and unstructured.
Success Factors in Coaching Customer Service
One-to-one coaching of professional development
Recognition of strengths and weaknesses of the individual
Supportive and motivating
Creating a good rapport
Improvement of self awareness
Both parties able to ask each other questions
An increased sense of self esteem and self confidence
Cost-effective and personal
Seven Steps to Successful Coaching
Set ground rules - time, place, duration, frequency and process
Establish rapport with the person being coached
Agree on goals and objectives - link them to customer related objectives
Find the starting point
Devise an action plan
Gain the individuals commitment
Monitor the situation and provide feedback
The above is based on an excerpt from the Best Practice Guide for Customer Service Managers by Trevor Arden and Stephanie Edwards published by customer 1st international.