Great Member Service
Suggested Strategy: Use a Define and Coach strategy to ensure that
you and the person you are coaching are on the same page regarding
what is expected.
Suggested Questions:
→ Define & Coach: When I say the phrase great member service , what is your understanding of its definition as it relates to your position? → Rating Question : On a scale of one to six, with six representing 100% adherence to that definition, and one representing a complete disregard
for it, where would you rate yourself in your member service and why?
→ Self-Actualized Question: What actions do you think we could take together to help you reach that six and provide great member service
based on the definition we just discussed?
Suggested Activities:
→ Whiteboard Coaching: On the left side of a whiteboard, write down how the employee would currently describe their approach to member
service – use drill- down questions to get specific details, such as, “what
steps do you take t o execute that aspect of your member service?” On
the right side of the board, write down the definition of Great Member
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.
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