Build Customer Service Coaching Templates Having a plan for mitigation in a variety of circumstances gives a new team member the tools to handle an unsatisfied customer with ease instead of floundering in a high-pressure situation. However, even with the best-laid plans, there are still times where things go wrong. Knowing what common pitfalls are part of the customer experience and designing a customer service training program that gives your agents the tools to anticipate and mitigate mistakes is key. You can say "customer service" and "quality assurance" all day long, but within your organization, what do those things mean in real, tangible terms? Creating a customer interaction path to a well-satisfied, even ecstatic, customer that your agents can follow from the beginning is the first step in quality assurance. The foundation of any skills training is having a well-defined outcome for your agents to work toward to improve service quality. Build a Foundation Based on Planning and QA Get ready to build a customer service coaching program that leads your team to championship status through impactful training sessions embodying brand values and keeping the team on a positive note! 1.
Though we'll focus more on a coaching session with an individual, these tips can mostly be applied to group sessions as well. We've gathered twenty tips to help you design a coaching strategy that supports you in showing up as the best customer service coach you can be. This is what a good coach does in any organization - and if you're coaching customer service agents, you need to keep your skills sharp as well. Phil Jackson was a powerful example of how good coaching brings out the best performance in a team, despite different personalities, talents, and ways of doing things. Michael Jordan, Scotty Pippen, Kobe Bryant, and Shaquille O'Neal (to name a few) count Phil Jackson as the reason that they were able to shine bright as major basketball superstars. The legendary "zen master" NBA coach of the Chicago Bulls and Los Angeles Lakers, Phil Jackson, was at the helm of some of the most exciting championship teams and players in the entire league's franchise.
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