Coaching Customer Service Skills: Role of the Team Leader


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question 1 of 3

When providing information to your team, you should always:

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1. You're coaching a team member to improve a specific behavior. Which of the following is NOT a recommended approach to providing constructive feedback?

2. Laura needs to deliver information to her team of customer service representatives about a new product that's about to hit the market. What's the BEST way to prepare the team for questions they may receive?

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About This Quiz & Worksheet

Effective coaching of a customer service team is a complex challenge, and this quiz and worksheet combination will analyze your comprehension of customer service teams and how to lead them. Quiz questions will focus on aspects of coaching a service team.

Quiz & Worksheet Goals

This pair of assessments will test you on:

  • Steps to take when providing information to your customer service team
  • Recommended approaches to providing constructive feedback

Skills Practiced

  • Reading comprehension - ensure you comprehend key information like how to improve specific behavior
  • Information recall - access the knowledge you've gained regarding methods for providing feedback to customer service team members
  • Knowledge application - utilize your knowledge to answer questions about providing information to a customer service team

Additional Learning

To learn more about coaching a customer service team, check out the corresponding lesson titled Coaching Customer Service Skills: Role of the Team Leader. The lesson will cover the following key topics:

  • How to set the standard for a customer service team
  • Importance of clear, concise information provided to your team
  • How to tailor your message to different learning styles