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 In-House Customer Service Training Company, where you will find a more up-to-date version of this programme.
Full details below or download workshop outline.
- 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
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.
This programme uses a Six Step Model for feedback which can be adopted by attendees immediately upon their return to work.
Working in the retail banking sector, Scott formed a strong framework of customer service sales and service standards, interacting with customers face-to-face or on the telephone, including via customer contact centres. He then used this expert knowledge and skill to train and coach colleagues. After leaving the corporate world Scott developed his experience as an independent trainer and coach with a wide range of businesses and sectors including retail, hospitality, travel, finance, technology, wholesale, education, charities, utilities, legal and manufacturing.
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!