Call coaching skills in the customer service environment

Senior businesswoman

Call coaching skills in the customer service environment

Perfecting the call-handling skills within a team requires a style of coaching which brings out the best responses and reactions. Giving feedback and facilitating improvements requires motivational and positive input. Coaching is an art which requires a high degree of skill and communication techniques if it is to achieve the right result: this programme focuses on an approach to feedback which contains all the best practices combined and provides the opportunity for practice in a supportive learning environment.

Please click HERE to be taken to our sister brand’s website, The Customer Service Training Company, where you will find a more up-to-date version of this programme.


Full details below or download workshop outline.

Workshop objectives
This workshop will help participants:

  • Understand what motivates call handlers to respond to feedback
  • Appreciate the difference between fact and opinion
  • Handle more sensitive feedback
  • Develop positive change programmes
  • Handle resistance to change
  • Recognise and praise incremental improvements
  • Readdress habits which are hard to shake
Who should attend?
This one-day programme is designed for team leaders and supervisors with responsibility for call-handlers and customer service representatives who are dealing with customers on the phone, online or via email.

A very practical, interactive one-day session for a maximum group size of 12. There are lots of different activities throughout the day – group exercises, ‘table-top’ activities, critiquing of real-life calls / video clips, quizzes, practice activities and scenarios – as well as a number of formal inputs from the trainer.

The style is very facilitative and learner-centred, taking into account the needs and preferences of the group on the day whilst at the same time delivering the programme as agreed with the client in order to meet the specified learning objectives.

Special features
The majority of the training we deliver is either tailored or completely bespoke. This workshop can therefore be delivered entirely as advertised, or it can be tailored to your particular requirements, or we can simply take it as a starting point for a conversation with you before we draft a completely bespoke programme for you – the choice is yours. As a rule, there is no additional charge for this service.

This programme uses a Six Step Model for feedback which can be adopted by attendees immediately upon their return to work.

Expert trainer
Jocelyn is a highly experienced and very popular management, personal effectiveness and customer service trainer / coach / consultant. After fifteen years as a training manager within blue-chip organisations such as Motorola and Thorn EMI, she established her own consultancy in 1998. A passionate advocate of training for a reason, Jocelyn has a practical approach to training which focuses on giving participants and organisations relevant knowledge and skills improvement which is immediately transferable to the workplace.

A published author of training materials (including Contact Centre Management), her many clients cover an impressive range of sectors, including manufacturing, telecoms, retail, film and music, local authorities and universities. Equally impressive is their appreciation of her work, as the following comments show:

‘I would like to take the opportunity to thank you for the recent telephone training course that you prepared and tutored for my Customer Services Department. The content was well received, and accurately reflected the day to day issues that occur on a busy desk. I have since reorganised the department to take advantage of the new professionalism… and it has made a big difference. Given the success of the proactive telephone selling course you prepared and ran for me a few years ago … I just knew it would be a success.’ – Philips

‘This was clearly an excellent course. It really brought the best out of the managers. You’ve given them a foundation for the rest of their working lives.’ – PPL

‘I would like to take the opportunity of thanking you for the way you worked with us to make a great success of the induction programme for the Centre. It was a pleasure working with you in partnership.’ – One 2 One

Workshop outline

1 Coaching and its purpose

  • The benefits of coaching
  • Using the GROW model
  • Exploring the knowledge, skills and behaviours of an effective coach
  • Applying the appropriate coaching styles

2 Quality monitoring and control

  • Setting and using organisation standards
  • Sampling communications
  • Real time monitoring and its impact
  • Recording and tracking results

3 Eliciting feedback

  • Using effective questioning
  • Using the Six Step Debrief
  • Handling reluctance or resistance
  • Applying active listening techniques
  • Focusing on the approach and outcome results

4 Using evidence-based feedback

  • Staying away from opinion
  • Supporting feedback with evidence statements
  • Demonstrating through data
  • Dealing with barriers and excuses

5 Setting development goals

  • Setting improvement targets
  • Securing commitment
  • Providing necessary support
  • Applying corrective actions

6 Monitoring and recognising improvement

  • Celebrating achievement
  • Communicating results
  • Acknowledging best practice
  • Reporting upwards

7 Pulling it all together

  • Seeking a personal coach
  • Personal action plans

Any questions? Please just give us a call on 01582 714285 – we’re here to help!