BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.3.1//EN BEGIN:VEVENT UID:929@x8ti.com DTSTART;TZID=America/Toronto:20250609T090000 DTEND;TZID=America/Toronto:20250613T130000 DTSTAMP:20241206T200157Z URL:https://x8ti.com/event/coaching-customer-service-skills-3/ SUMMARY:Coaching Customer Service Skills DESCRIPTION:Introduction\n\nCustomer service excellence is being recognized as the holy grail of sales. Competent customer service helps in cultivati ng a pleasant customer experience. Positive recurring customer experience\ , in turn\, generates customer satisfaction and loyalty towards the brand. It is well known that customer service professionals are the first to int eract with prospective customers. Their interaction\, attitude\, and appro ach towards customers can make or break a business and its reputation. Thu s\, it becomes very critical for an organization to have a well-trained cu stomer service staff. It does not suffice to merely have a workforce that is dedicated and hardworking. The customer service team must know how to t urn this dedication and knowledge to the organization's advantage. This is where the need for coaching customer service skills arises.\n\n \;\n\ nWho is a customer service coach? – A well-experienced and established p erson of the industry\, most certainly. He or she understands various subt leties and nuances of customer service. They are needed to educate beginne rs in the field of customer service. Such a coach would equip them with th e tools of the fundamentals of customer service. The need for coaching als o arises for representatives who have been working in customer service for a while but have not been up to date with the latest changes and developm ents. In such cases\, coaching helps them in improving their skills and ge tting back on track. The need for a dynamic and experienced expert for coa ching is actively felt by organizations looking to sharpen their workforce . This coach is often found within the organization itself in the form of team leaders\, supervisors\, or managers. However\, to train others a coac h often needs to be assimilated to the needs of the trainees.\n\n \;\n \nXcelerate Training Institute talent solutions understand that amidst the deluge of constant challenges faced by organizations\, customer service s kills coaching can often take a backseat. Even if the organization is keen to provide training to its customer service staff\, it is faced with a la ck of skilled leadership. To combat these issues\, Xcelerate Training Inst itute has introduced this compact and effective ‘Coaching customer servi ce skills training program’. The program has been created for coaches\, team leaders\, managers\, supervisors\, or professionals who have been cha rged with the task of coaching the customer skills within the staff. The c ourse provides an analysis as to how different trainees have different nee ds and how their specific behavior can be changed. The course will reaffir m the basics of customer service\, inculcate the culture of idea sharing\, team development\, goal setting of the representatives\, develop an actio n plan for future growth\, and so on. Correct coaching of leaders and a we ll-organized coaching program can prove to be the foundation of robust cus tomer service if done rightly.\n\n \;\n\nLearning Objectives\n\nCoachi ng customer service skills training program aims to achieve the following objectives:\n\n Inculcate such a conducive environment within the organiz ation that ensures continuous learning\n Build an improvement of the cust omer service skills of each delegate\n Evolve team leaders and managers t o coaches of customer service\n Build a trusting relationship between the coach and their team\n Create modules in customer service aimed towards a common achievement of organizational goals\n Develop an efficient custo mer support system\n Curate ethics that prioritize the customer\n Build teams that aid in cultivating customer loyalty\n\n \;\n\nTraining Meth odology\n\n Interactive sessions and lectures\n Presentations\n Managem ent games\n Role-playing/modelling\n Case studies\n Group discussions\n Problem-solving sessions\n\n \;\n\nBenefits For Your Organization\n\ nSuccessful completion of the training program shall benefit the organizat ion in the following ways:\n\n Regular coaching will ensure that customer service staff is providing the most efficient and relevant service to its customers\n Have the customer service team keep up with the latest trend s of the market\n Develop a dynamic sales force that understands differen t ways to deal with difficult customer situations\n Polish skills of the existing team leaders and managers\n Develop efficient goal-setting crite ria that would meet the benchmark of quality\n Develop a functional feedb ack and monitoring system through which leaders and managers can constantl y review upcoming challenges and issues\n This training will result in be tter employee engagement\n\n \;\n\nBenefits For You\n\nSuccessful comp letion of the training program shall benefit participants at a personal le vel in the following ways:\n\n Coaches shall receive a fact-based and hon est feedback system from representatives who will help them improve their coaching skills\n Coaches shall be able to appreciate that every represen tative has a different understanding ground\n Coaches will learn how to t ackle different personalities in an effective manner\n Enhance better dec ision-making skills and develop quick thinking to tackle challenging situa tions\n Participants will gain deeper insight into the internal as well a s the external operational environment\n Participants will better their u nderstanding of the firm which will help them advance in their careers\n\n  \;\n\nTarget Audience\n\n Team leaders\n Managers\n Sales executiv es\n Supervisors\n Marketing heads\n Entrepreneurs\n Start-up founders \n\n \;\n\nCourse Outline\n\nIntroduction to coaching skills\n\n Role of coaches\n Importance of coaching in customer service\n Appreciating customer service dynamism\n Managing and coaching – Find your balance!\ n Developing leadership approach\n GROW coaching model: goal\, reality\, options\, will\n Coaching methods: job shadowing exchange\, job rotation \n\n \n\nDiscussing essentials of coaching of customer service skills\n\n Set customer service standards for beginners\n Discuss customer service goals\n Prepare your participants for outstanding service\n\n \n\nDevel oping conducive coaching environment\n\n Coaching process\n Connecting w ith the trainees\n Identifying problem areas\n Timely review and feedbac k\n\n \;\n\nGoal setting and assessing performance\n\n Developing act ion of plan\n Ensuring clarity of goals\n Setting quality standards\n C hanging people’s behavior\n\n \;\n\nDealing with dynamic and difficu lt customer situations\n\n Keeping up-to-date with product information\n Handling complaints\n Dealing with angry customers\n Not taking custome r anger personally\n\n \;\n\nBarriers to developing a trusting relatio nship\n\n Creating accountability\n Keeping a balance between the expect ation of coach and coaches\n Allowing for autonomy\n\n \;\n\nCoaching with data\n\n Working with feedback\n Preparing tip sheets\n Assessmen t and project\n\n \;\n\nWorking on communication skills\n\n Developin g patience and empathy\n Importance of non-verbal communication\n listen ing skills\n\n \;\n\nChallenges to coaching\n\n Maintaining confident iality\n Recognizing conflict of interests\n Managing resistance to chan ge\n Fear of criticism in trainees\n\n \;\n\nEssential coaching analy tical skills\n\n Developing analytical thinking\n Analyzing learner’s shortcomings\n Using analytical tools for decision making\n\n \;\n\nI dentifying challenges to delivering satisfying service\n\n Empower and mo tivate participants\n Customer service as per phase of the customer journ ey\n Use of right tools to deliver service\n Common challenges in custom er service &\; how to overcome them\n\n \;\n\nDeveloping customer-e ccentric culture in a team\n\n How to place your customer first!\n Creat ing your customer mission statement\n Guidance on attracting customers\n\ n \; ATTACH;FMTTYPE=image/jpeg:https://x8ti.com/wp-content/uploads/2024/12/What sApp-Image-2024-12-04-at-1.17.19-PM.jpeg CATEGORIES:Customer Service LOCATION:Boston Training Courses\, Boston Harbor Hotel\, Boston\, USA\, Uni ted States X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=Boston Harbor Hotel\, Bosto n\, USA\, United States;X-APPLE-RADIUS=100;X-TITLE=Boston Training Courses :geo:0,0 END:VEVENT BEGIN:VTIMEZONE TZID:America/Toronto X-LIC-LOCATION:America/Toronto BEGIN:DAYLIGHT DTSTART:20250309T030000 TZOFFSETFROM:-0500 TZOFFSETTO:-0400 TZNAME:EDT END:DAYLIGHT END:VTIMEZONE END:VCALENDAR