5 Tips for Creating a Successful Peer Coaching Program

“The true expert is the person who does the job.”
- Peter Drucker

One of the magical things that happens when 20+ supervisors participate in my Intentional Coaching Workshops is how they so generously share their best practices with each other.

Last week, Gerry Spielbauer, Director of Customer Service at Madison Gas & Electric and her leadership team hosted my workshop. On Day 2, Gerry shared several innovative initiatives MGE has implemented, including their very successful Peer Call Review team.

I asked Chris Keyes one of the CSRs who participated in the peer coaching program to provide an overview.

“Our peer team consisted of five members. Each CSR is at a different experience level and each with a variety of previous customer service experience.  Kris Nelson, Customer Center Supervisor, facilitated the first several sessions and eventually we met on our own with one CSR facilitating.  We listened to incoming calls and each of the team members provided feedback.  The CSR who took the call provided a self-evaluation.
Having team members with diverse backgrounds and experiences was very beneficial.  As a team, we learned how to give straightforward constructive feedback.  During many of our sessions we (Peer Coaches) learned different techniques and identified ways to improve.”

5 Tips for Creating a Successful Peer Coaching Program

1. Select the right people.

Make sure you select individuals who are self-starters, have a positive attitude, are great communicators and really know their stuff.

2. Realize that serving as a Peer Coach has inherent risks.

By positioning the program correctly (we’re here to learn from each other not to criticize and nitpick)MGE allayed any fears that the Peers had defected to the other side.

3. Set the ground rules.

The supervisor, Kris, did a great job helping the Peers use positive language and focus more on what’s right about the call than what’s wrong.

4. Role play.

The best way to reduce the risk that a rep being coached will have a negative experience is to make sure that the Peers calibrate their approach by practicing with each other in advance.

5. Measure success in two ways.

Consider your Peer Coaching program a success when their efforts make a measurable difference in performance and other reps are asking if they can be a Peer Coach.

A big “Thank You!” to Chris for your overview and Gerry and your team at MGE for all you did to make the Workshop such a smashing success. (If you’d like to discuss the possibility of hosting a future regional workshop, contact me.)

Be happy. Make a difference. Stay in touch.

Barbara
Copyright 2011 Barbara Burke. All Rights Reserved.