Great Client Service
Suggested Strategy: Use a Define & Coach strategy to ensure that you and the person you are coaching are on the same page regarding what is expected. This will create a coaching relationship with fewer miscommunicated expectations.
Suggested Questions:
Î Define & Coach: When I say the phrase Great Client Service , what is your understanding of its definition as it relates to your position? Î 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 client service and why? Î Self-Actualized Question: What specific actions do you think we could take together to help you reach that six and provide great client service based on the definition we just discussed?
Suggested Activities:
Î Whiteboard Coaching: On the left side of a whiteboard, write down how the employee would currently describe their approach to client service — use drill-down questions to get specific details, such as, “what steps do you take to execute that aspect of your client service?” On the right side of the board, write down the definition of Great Client 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. Î Role Play: Use role play to practice conversations with clients where the employee would have to practice great client service. Make one or two of the practice conversations particularly challenging and observe their response. After each conversation, ask the employee to give themselves feedback on how they thought they handled giving great client service.
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