→ Journal-Based Coaching: Knowing the expected definition of providing great client service, when the employee finds themselves
struggling to provide great client service have them write a journal entry
about what they feel they are specifically struggling with. What actions
can they take going forward to improve and provide great client service?
What benefits or opportunities could be provided to them by providing
that great client service?
Supplemental Coaching Strategies:
→ Observational Coaching: Ask the employee to observe their peers in
how they work with clients. What actions do their peers take to provide
great client service? How have those actions impacted their relationship
with the clients? What takeaways can the employee you are coaching
put into practice on their own when working with clients? Discuss the
employee’s responses to these questions at your next coaching session.
→ Non-Verbal Coaching: Send a hand-written note home with the
employee when you observe effort and improvement made in their client
service skills. Be specific in sharing with them what actions you
observed that made a positive impact in their relationships with clients,
and how they have followed the definition of great client service from the
start of your coaching conversation.
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