Suggested Activities:
→ Whiteboard Coaching: On the left side of a whiteboard, write down
how the employee would currently describe their approach to client
service – use drill-down questions to get specific det ails, such as, “what
steps do you take to execute that aspect of your client service?” On the
right side of the board, write down the definition of Great Client Service
that you discussed earlier in your coaching conversation. Then, erase
the left side of the board and write down a list of actions that the
employee is committed to taking to reach that definition.
→ Role Play: Use role play to practice conversations with clients where
the employee would have to practice great client service. Make one or
two of the practice conversations particularly challenging and observe
how the employee responds. After each conversation, ask the
employee to give themselves feedback on how they thought they
handled giving great client service.
Suggested Learning Projects:
→ Tangible Successes: Ask the employee to come back to your next
coaching session with five examples of times during the week where
they practiced the definition of great client service. What specific actions
did they take to exhibit the traits of that definition? What was the
outcome of their actions?
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