Suggested Learning Projects:
Î Self-Directed Learning: Have the employee come back next week to your coaching session with three ideas of internal reminders to tell him/herself when they feel negative in their conversations with clients. Î Observational & Journal-Based Coaching: Ask the employee go to a company like Starbucks, who exhibits great customer service, and have them just sit and observe the employees interact with customers — what does their demeanor look like? Why does your employee think that customers like going to that institution, what do they do to go above and beyond when interacting with customers? He/She should keep these observations in a journal and bring them to your next coaching session for discussion.
Supplemental Coaching Strategies:
Î Non-Verbal Coaching: Reinforce the positive mentality with the employee by leaving them a hand-written note at their desk when you notice that they have a positive interaction with a client. Be specific in your note of what you observed and why it was appreciated.
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