BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.4.12//EN BEGIN:VEVENT UID:927@x8ti.com DTSTART;TZID=Africa/Cairo:20260216T090000 DTEND;TZID=Africa/Cairo:20260220T130000 DTSTAMP:20260215T104144Z URL:https://x8ti.com/event/coaching-customer-service-skills/ SUMMARY:Coaching Customer Service Skills DESCRIPTION:Introduction\nCustomer service excellence is being recognized a s the holy grail of sales. It is well known that customer service professi onals are the first to interact with prospective customers. Their interact ion\, attitude\, and approach towards customers can make or break a busine ss and its reputation. Thus\, it becomes very critical for an organization to have a well-trained customer service staff. It does not suffice to mer ely have a workforce that is dedicated and hardworking. The customer servi ce team must know how to turn this dedication and knowledge to the organiz ation's advantage. This is where the need for coaching customer service sk ills arises.\n\nWho is a customer service coach? – A well-experienced an d established person of the industry\, most certainly. He or she understan ds various subtleties and nuances of customer service.The need for coachin g also arises for representatives who have been working in customer servic e for a while but have not been up to date with the latest changes and dev elopments. This coach is often found within the organization itself in the form of team leaders\, supervisors\, or managers. However\, to train othe rs a coach often needs to be assimilated to the needs of the trainees.\n\n Xcelerate Training Institute talent solutions understand that amidst the d eluge of constant challenges faced by organizations\, customer service ski lls coaching can often take a backseat. To combat these issues\, Xcelerate Training Institute has introduced this compact and effective ‘Coaching customer service skills training program’. The course will reaffirm the basics of customer service\, inculcate the culture of idea sharing\, team development\, goal setting of the representatives\, develop an action plan for future growth\, and so on. Correct coaching of leaders and a well-org anized coaching program can prove to be the foundation of robust customer service if done rightly.\n\n \;\nLearning Objectives\nCoaching custome r service skills training program aims to achieve the following objectives :\n\n Inculcate such a conducive environment within the organization that ensures continuous learning\n Build an improvement of the customer servi ce skills of each delegate\n Evolve team leaders and managers to 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 a chievement of organizational goals\n Develop an efficient customer suppor t system\n Curate ethics that prioritize the customer\n Build teams that aid in cultivating customer loyalty\n\n \;\nTraining Methodology\n\n Interactive sessions and lectures\n Presentations\n Management games\n Role-playing/modelling\n Case studies\n Group discussions\n Problem-so lving sessions\n\n \;\nBenefits For Your Organization\nSuccessful comp letion of the training program shall benefit the organization in the follo wing ways:\n\n Regular coaching will ensure that customer service staff i s providing the most efficient and relevant service to its customers\n Ha ve the customer service team keep up with the latest trends of the market\ n Develop a dynamic sales force that understands different ways to deal w ith difficult customer situations\n Polish skills of the existing team le aders and managers\n Develop efficient goal-setting criteria that would m eet the benchmark of quality\n Develop a functional feedback and monitori ng system through which leaders and managers can constantly review upcomin g challenges and issues\n This training will result in better employee en gagement\n\n \;\nBenefits For You\nSuccessful completion of the traini ng program shall benefit participants at a personal level in the following ways:\n\n Coaches shall receive a fact-based and honest feedback system from representatives who will help them improve their coaching skills\n C oaches shall be able to appreciate that every representative has a differe nt understanding ground\n Coaches will learn how to tackle different pers onalities in an effective manner\n Enhance better decision-making skills and develop quick thinking to tackle challenging situations\n Participant s will gain deeper insight into the internal as well as the external opera tional environment\n Participants will better their understanding of the firm which will help them advance in their careers\n\n \;\nTarget Audi ence\n\n Team leaders\n Managers\n Sales executives\n Supervisors\n M arketing heads\n Entrepreneurs\n Start-up founders\n\n \;\nCourse Ou tline\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 a pproach\n GROW coaching model: goal\, reality\, options\, will\n Coachin g methods: job shadowing exchange\, job rotation\n\n \nDiscussing essenti als of coaching of customer service skills\n\n Set customer service stand ards for beginners\n Discuss customer service goals\n Prepare your parti cipants for outstanding service\n\n \nDeveloping conducive coaching envir onment\n\n Coaching process\n Connecting with the trainees\n Identifyin g problem areas\n Timely review and feedback\n\n \;\nGoal setting and assessing performance\n\n Developing action of plan\n Ensuring clarity of goals\n Setting quality standards\n Changing people’s behavior\n\n& nbsp\;\nDealing with dynamic and difficult customer situations\n\n Keepin g up-to-date with product information\n Handling complaints\n Dealing wi th angry customers\n Not taking customer anger personally\n\n \;\nBar riers to developing a trusting relationship\n\n Creating accountability\n Keeping a balance between the expectation of coach and coaches\n Allowi ng for autonomy\n\n \;\nCoaching with data\n\n Working with feedback\ n Preparing tip sheets\n Assessment and project\n\n \;\nWorking on c ommunication skills\n\n Developing patience and empathy\n Importance of non-verbal communication\n listening skills\n\n \;\nChallenges to coa ching\n\n Maintaining confidentiality\n Recognizing conflict of interest s\n Managing resistance to change\n Fear of criticism in trainees\n\n&nb sp\;\nEssential coaching analytical skills\n\n Developing analytical thin king\n Analyzing learner’s shortcomings\n Using analytical tools for d ecision making\n\n \;\nIdentifying challenges to delivering satisfying service\n\n Empower and motivate participants\n Customer service as per phase of the customer journey\n Use of right tools to deliver service\n Common challenges in customer service &\; how to overcome them\n\n\nDe veloping customer-eccentric culture in a team\n\n How to place your custo mer first!\n Creating your customer mission statement\n Guidance on attr acting 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:Cairo Training Courses\, Kempinski Nile Hotel Garden City Cairo\, Cairo\, Egypt\, Egypt X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=Kempinski Nile Hotel Garden City Cairo\, Cairo\, Egypt\, Egypt;X-APPLE-RADIUS=100;X-TITLE=Cairo Train ing Courses:geo:0,0 END:VEVENT BEGIN:VTIMEZONE TZID:Africa/Cairo X-LIC-LOCATION:Africa/Cairo BEGIN:STANDARD DTSTART:20250216T090000 TZOFFSETFROM:+0200 TZOFFSETTO:+0200 TZNAME:EET END:STANDARD END:VTIMEZONE END:VCALENDAR