WIN Sales & Marketing Programs

Module 1: The Foundations of Customer Service Coaching

o   Understanding the core of customer service coaching

·        The role of coaching in customer service

·        Creating a coaching-friendly culture

·        Setting clear expectations and goals

o   Building Trust and Rapport

·        Active listening skills

·        Empathy and understanding

o   Exercise: In groups develop effective communication techniques to motivate your customer service staff.

Module 2: Identifying your coachee and how to manage difficult alignments

o   Coaching the individual and the team for Performance Improvement

·        Identifying performance gaps

·        Providing constructive feedback

·        Tracking progress and providing support

o   Coaching for Innovation and Creativity

·        Fostering a culture of innovation

·        Encouraging creative thinking

·        Empowering employees to take initiative

o   Exercise: identifying coaching needs and developing effective strategies for managing difficult alignments.

Module 3: Practicing Coaching for Results

o   Developing Customer Service Skills

·        Problem-solving and conflict resolution

·        Building relationships with customers

·        Providing exceptional service

·        Exercise: Handling difficult customer interactions

o   Measuring and Evaluating Customer Service

·        Key performance indicators (KPIs) for customer service

·        Customer satisfaction surveys

·        Analyzing customer feedback

·        Exercise: Create qualitative KPI’s for better results

o   Encouraging continuous learning and learning from mistakes

·        Build trust and ethics within your team

·        Build customer loyalty

·        How to support the customer in every aspect

The Index:

Module 1: The Meaning of Coaching 

Module 2: Essentials of Coaching

Module 3:The Coaching Process

Module 4: Coaching groups