Supplemental Coaching Strategies:
→ Peer-to-Peer Coaching: Ask the employee to practice making members feel appreciated with their peers; have them play both the role
of the member and the role of the employee. Both the person you are
coaching and the peer they are practicing with give each other
feedback, both positive and constructive, and the person you are
coaching should email you with their takeaways from the practice and
copy the peer that they practiced with on the email.
→ Non-Verbal Coaching: Leave this person a note at their workstation when their member satisfaction surveys go up – let them know
specifically what actions you have observed that the employee has
taken to go above and beyond for a member in a particular situation.
Made with FlippingBook Ebook Creator