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

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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
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COLLAGE
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