World Class Customer Service Coaches Course
Give managers & supervisors the tools to manage, motivate, praise, delegate, engage and develop staff!
|
The World Class Customer Service Coach Course is a course that enables managers to manage their employees to deliver the best customer service and enables mangers to facilitate the learning from the Customer Service Professionals Course and provides communication and coaching skills to help develop a team based approach to customer service.
|
Coach Course Includes:
• How to manage a team effectively
• How to motivate, praise and delegate
• Relationship awareness and communication
• Learn the importance of effective listening and feedback
• Discover why you are fundamental to the success of the business
• How to improve Characteristics and cost of Bad Service?
• Discover how to engage and develop |
|
Characteristics of Excellent Service:
• Procedures: Addressing technical skills, product knowledge, organisational aspects and customer
expectations at a personal and professional level
• Behaviours: Addressing communication skills, complaint handling, knowing your customer, selling
techniques and friendliness
|
The Challenge of Management
• The crucial role of managing customer service performance in your outlet and why employees aren’t
performing as they should |
Coaching and Facilitating Skills
• Common methods of communication, questioning techniques and handling answers
• The importance of effective listening and feedback
• What are the derivable benefits and results from group work and how to handle difficult situations. |
Cascading Skills
• Understanding the four levels of development
• Training needs analysis
• How coaching can improve employee performance. Choose from a range of coaching activities appropriate
for your outlet.
• Role models and how they are used to develop team dynamics. |
Return on Coaching Investment
• Compile your own operational checklists covering all aspects of procedures and understand how to use
different performance evaluation tools to measure the quality of your service |
Interactive Learning Techniques Include:
- Debates Question time
- Become the facilitator
- Life Experiences
- Role play
- Games
- Scenarios |
Take a look Mark Maltby valuable TIPS on how to deliver excellent World Class Customer Service
“The very first person I found needed coaching was actually myself. I have since become more aware of behaviour and its impact on others. I now consider my work objectives and in what way I could engage my team in order to achieve them. We have since scored 100% on our mystery guest report for period 12!” Irene Lo Porto
Graduates of the World Class Customer Service Coaches Course