Courses for
Coaching for Service Excellence
When an organization rolls out a service initiative, the role of the manager is pivotal. The manager must successfully introduce the new skills and models to ensure that employees actually apply what they’ve learned in their daily work. Their responsibility for ongoing dayto- day coaching is vital. Coaching for Service Excellence complements your company’s new service model and training, providing you with the support you’ll need to meet the challenge.
LEARNING GOALS
Ridge’s Coaching for Service Excellence course will provide managers with skills and tools to:
- establish coaching agreements that set up clear expectations about their coaching role;
- use responsive coaching to empower employees to resolve their own problems;
- target feedback to achieve noticeable, significant results;
- offer feedback in ways that others appreciate it and are motivated to act on it;
- skillfully handle an employee’s reaction to coaching and feedback; and
- help others learn from their own performance by facilitating self-feedback.
In an optional third day, managers work with service representatives to put the coaching skills into practice, while getting feedback from a Ridge master coach.
REINFORCEMENT
All Ridge courses include a variety of reinforcement tools to help the participant apply the skills and to enroll the participant's manager in supporting skill use on the job. Click here for more details.
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