CUSTOMER SERVICE


 

In support of Customer Service leaders:
Here are two articles for you.
They were written a few years ago,
yet the information remains relevant. 


Program offerings

My team and I welcome opportunities to support customer service programs. Our specialty is coaching for customer service. We offer programs at three levels:

1. Representatives

2. Coaches

3. Organizational leaders

 

Charlotte's client highlights

  • In a typical year, my customer service programs influence 1 million+ interactions
  • Presented to organizations with 1-100+ representatives
  • Clients report increased customer satisfaction after completing our programs
  • Our customer service clients continue to return and refer our services
  • Big deal: A corporate client was hired by a new organization -- and took me along!

    PROGRAMS AND SERVICES

    CP.com Customer Service collage (1).png

    1. FOR THE REPRESENTATIVES
    Representative coaching -- 5 steps 

    1. Prep session: A review of representative's strengths and areas of improvement
    2. Observation: Side by side or remote
    3. Coaching: Specific and balanced feedback, with the coach observing
    4. Coach the Coach: Review of the coaching session, preparation for the follow-up
    5. Written summary: Notes for the coach, for record-keeping and future coaching

    2. FOR NEW COACHES AND LEADERS
    "Coach the Coach" -- 1 day + 1 month of coaching 

    This program is a fully interactive "conversation" for new coaches and leaders. It can be conducted 1:1 or in small groups. Participants receive a workbook and a slide program for future reference. They will practice coaching and receive feedback for their development. Topics include: 

    • Role clarification: Manager vs. Coach
    • Building trust with the team
    • Scheduling and logistics (including a discussion about the room and seating)
    • Observation methods
    • Preparing for a coaching session
    • Delivering feedback that is specific and balanced
    • Managing challenging situations
    • How to have a critical conversation
    • Conducting follow-up sessions
    • Using coaching to build your leadership brand 

    3. FOR ORGANIZATIONAL LEADERS

    • Strategy sessions
    • Executive Summary presentations about the coaching program
    • Presentations on trends and challenges for customer service coaching 


    BANNER
    Canva


    COLLAGE
    Created in Canva