One-on-One Management Coach Training
A quality customer contact operation depends on clear objectives, appropriate knowledge, efficient systems and well-developed coaching skills to achieve effectiveness, efficiency and consistency = PROFIT.
One of the biggest challenges that management face is the handling of staff when areas of behaviour or productivity need to be addressed. It is often difficult to manage the transition of team member to team leader and also personal vs staff interaction. Give your management team the tools to confidently and professionally achieve the right outcome for the organisation.
Learn the art of coaching your team towards realising their full potential. Minimise absenteeism and develop harmony and responsible behaviours.
Management need to recognise the difference between counseling and coaching staff and when to use the appropriate tools for each situation.
Customer service representatives, sales agents, credit personnel and help desk operators can easily develop good or bad habits and gain or lose skills due to the high volume of interactions they manage every day and week. For this reason successful customer contact environments have integrated continuous coaching into the management of their customer contact team.
A program will be customised to guide your team towards realising their full potential. Identify your preferred coaching style and understand the what, how, when and why of coaching so that you can achieve great results with your team! Your performance is judged on your team performance.
Who will benefit:
This program will be customised to suit your organisation's specific needs and requirements.
Especially recommended for team leaders or managers. Anyone who has responsibility for the performance and development of others in a customer service, frontline, sales, credit or helpdesk environment will benefit from this program.
Skills gained will enable you to:
- set up a coaching program
- distinguish your preferred coaching style
- enroll your team members in the coaching process
- prepare for your coaching session to maximise your success
- actively initiate a successful coaching conversation
- motivate and inspire others to motivate themselves
- develop a coaching schedule that works for you and your team
- coach your team towards high performance
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turn challenges into solutions using the six key coaching principles.
