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 Member Service. What specific
actions did they take to exhibit the traits of that definition? What was
the outcome of their actions?
→ Journal-Based Coaching : When the employee finds themselves struggling to provide great member service, have them write a journal
entry about what they are specifically struggling with. What actions can
they take at that time to provide great member service? What benefits
or opportunities could be provided to them by providing that great
member service?
Supplemental Coaching Strategies:
→ Observational Coaching: Ask the employee to observe their peers in how they work with members. What actions do their peers take to
provide great member service? How have those actions impacted their
relationship with the members? What takeaways can the employee you
are coaching put into practice on their own when working with
members?
→ Non-Verbal Coaching: Send a hand-written note home with the employee when you observe effort and improvement made in their
member service skills. Be specific in sharing with them what actions
you observed that made a positive impact in their relationships with
members, and how they have followed the definition of great member
service from the start of your coaching conversation.
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