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 and understanding.

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

Continuous coaching

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.