Coaching

"Celebrate what you want to see more of." --Tom Peters

Coach-the-Coach Classes

Coach-the-Coach for Supervisors and Team Leaders.

Coach-the-Coach for Peer Coaches.

Two key principles form the basis of this unique approach to improving service representative performance:

1. When the coaching focuses on “what’s right” and less on “what’s wrong,” performance improves rapidly.

2. The responsibility for improving performance lies with the individual and not the supervisor.

The Coach-the-Coach learning sessions are conducted in a classroom setting at your location or via tele-conference or web seminar. Content is geared to equipping coaches to provide constructive feedback to the members of their team. Utilizing this positive approach results in service representatives feeling more confident and empowered. The result? Long-term improvement in service representative productivity

Skilled coaches help their team to:

• Apply what they learned in classroom training.

• Take charge of their learning by conducing their own “self critiques”.

• Work together as a cohesive team to enhance the performance of individual members.

• Generate enthusiasm for continuous skill-building.

• Recognize and celebrate success.      

Coach the Coach classes are ideal for managers, supervisors, team leaders and peer coaches who are responsible for supporting and encouraging customer service providers. 
 

Services: Assessments | Training | Coaching | Consulting