Coaching Service Professionals
Course Overview
The process of helping people enhances or improves their performance through reflection on how they apply a specific skill and knowledge.
Coaching is different from traditional supervisory skills, because coaching emphasizes on maximizing ones potential. The focus is leveraging on one's strength and see if there is a need to work on the weaknesses.
The program also emphasizes the importance of “walk the talk”. It is this entrenched attitude which will be a catalyst for successful coaching sessions
Hence in this program, you will learn how to use the coaching technique to elevate your subordinates to higher levels. Besides focusing on wok competency, participants will appreciate the use of coaching skills on other areas such improving your subordinates work attitude.
The Coach Service Teams and Individuals programme is just what you need to establish and maintain an effective team, achieve customer retention and assess service levels for continual improvement.
A Coach wears many hats
- The Coach as a Guide
- The Coach as a Motivator
- The Coach as a Teacher
- The Coach as a Mentor
Course Objectives
At the end of the programme, participants should be able to:
- Inspire and motivate team members towards excellent service delivery
- Monitor and assess the individual's or the team's progress in developing new service skills and knowledge
- Build commitment for action and change among team members
- Set realistic performance goals
- Better communicate and follow-up with team members for desired results
Course Outline
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Prepare for Coaching
- Creating the desire to serve
- Show the desire through you
- Identify the caching needs if service team
- Set service coaching objectives and get individual or service commitment towards objective
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Evaluate and follow up service coaching
- Monitor and assess staff progress of developing new service skills and knowledge and follow up with supportive assistance if required
Training Methodology
Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme: Mini-lecture, Activities, Role Plays, Group Discussions, Exercises, Presentation, and Written Assessment.
Who Should Attend
Personnel in Supervisory positions, customer service staff, service team leaders, from various service industry sectors
Program Duration
7 - 8 hours
