Practical Application: Coaching Customer Service Skills

Instructor: Yuanxin (Amy) Yang Alcocer

Amy has a master's degree in secondary education and has taught math at a public charter high school.

In this practical application, practice creating a coaching plan to help an employee increase his customer service skills. See how to apply various aspects of coaching.

Customer Service Skills

Good customer service skills are a necessity for those employees working directly with the public. Customers often refer their friends and family to companies that provide them with good customer service, while bad customer service will inspire them only to make negative social media posts or online reviews. This can lead to a drastic decrease in business and even lead to eventual business failure.

As a manager, it is important to ensure that employees provide good customer service skills. Use the following scenario to practice creating a coaching plan to help with coaching customer service skills in employees.

The Scenario

Will is the manager of a hotel. It's important that all of Will's employees have good customer service skills so that guests feel comfortable and welcome. Will isn't one of those managers that stays out of the daily running of his own business. No, Will is the type of manager who gets involved and who knows each and every one of his employees.

As such, he knows which employees need to work on customer skills and which ones are already putting into practice everything he has taught them. Right now, Will notices that one of his employees, Jared, needs additional help with his customer service skills.

Jared isn't so finessed at greeting people. When Jared sees a customer, he asks ''Hi, what do you want?'' or ''Hi, what do you need?'' Customers have made it a point to complain and say that isn't the most courteous way of being greeted, especially since they are planning on spending money at the business.

Help Will create a coaching plan that can be used to coach this employee.

Create a Coaching Plan

The lesson Coaching Customer Service Skills: Role of the Team Leader provides these four useful tips:

  • Be specific
  • Be discreet
  • Include positive feedback
  • Have a 2-way conversation

Coaching advice and help is best given in a discreet and specific manner. It helps when employees know exactly how they can apply their guidance. So being specific and giving exact application examples will help guide the employee.

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