Coaching Knock Your Socks
Off Service® The Seminar
The difference between top performers and
the also rans in every field is in the details. And those top performers, be they golfers,
tennis players, actors, or trainers, depend emphatically on the coaching skills of the
Harvey Penicks, and Bill Smiths, and Ron Howards of the world to come to their aid when
their game is off. Good coaching helps first-rate firing line performers to be their best
each and every time they face a tough tee, a tricky back hand, a tongue-twisting line or
an upset customer.
This session, designed especially for those
who provide and manage customer service delivery in the public sector, will debunk the
myths and clarify the unique advantages of creating a "Knock Your Socks Off
Service" culture. Their ability to coach other employees toward winning performances
at the front-line can ensure success for them and for their "customers" -- the
employees they manage.
Participants in this interactive
session will learn to:
- Define the role of the customer service coach and the
importance of coaching to foster "Knock Your Socks Off Service."
- Describe behaviors that build trusting relationships as a
foundation for coaching.
- Define, receive assessment data on, and improve your skill
level in the core competencies of service coaching: gathering data, providing feedback,
questioning, informing and instructing, providing positive reinforcement.
- Define a four-step coaching conference as a framework in
which to use the core coaching competencies.
- Recognize when to build a tailored coaching approach based
on the type of employee performer and coaching challenge being considered.
- Develop an Action Plan to leverage what has been learned in
the course into ongoing personal coaching development.
At the heart of the program is the Coaching Skills
Inventory™, a highly researched, 50 item survey constructed to give the customer
service coach vital feedback on his or her trust building and service performance
management skills. The inventory – filled out by the coach’s employees and
benchmarked against a norm-base of 2,000 service coaches from eight service intensive
industries – gives detailed feedback on:
Five Trust Building Factors:
| Credibility: |
The degree to which
people believe they can take you at your word. |
| Personal
Communication: |
The degree to which
people feel they can communicate with you. |
| Task
Communication: |
Your effectiveness
at providing job-related information to your team. |
| Fairness: |
The degree to which
you are seen as being even-handed. |
| Inclusion: |
The degree to which
you consider others’ ideas and opinions in your decisions. |
Five Service Performance Management
Skills:
| Data Gathering: |
The degree to which
you are seen as someone who gathers and uses a variety of performance data in coaching and
managing your team. |
| Informing and
Instructing: |
Your skill at
providing instruction, encouraging continuous learning, and helping people improve. |
| Positive
Reinforcement: |
The degree to which
you praise employees for doing well and recognize superior performance. |
| Delivering
Constructive Feedback: |
Your skill at
delivering clear and candid information about employees’ performance and
capabilities. |
| Tracking
Performance: |
The degree to which
the organization has clear performance standards, and tracks success at satisfying
customers’ needs. |
|
