Suggested Learning Projects:
Î 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 client service. What specific actions did they take to exhibit the traits of that definition? What was the outcome of their actions? Î Journal-Based Coaching: Knowing the expected definition of providing great client service, when the employee finds themselves struggling to provide great client service have them write a journal entry about what they feel they are specifically struggling with. What actions can they take going forward to improve and provide great client service? What benefits or opportunities could be provided to them by providing that great client service?
Supplemental Coaching Strategies:
Î Observational Coaching: Ask the employee to observe their peers in how they work with clients. What actions do their peers take to provide great client service? How have those actions impacted their relationship with the clients? What takeaways can the employee you are coaching put into practice on their own when working with clients? Discuss the employee’s responses to these questions at your next coaching session. Î Non-Verbal Coaching: Send a hand-written note home with the employee when you observe effort and improvement made in their client service skills. Be specific in sharing with them what actions you observed that made a positive impact in their relationships with clients, and how they have followed the definition of great client service from the start of your coaching conversation.
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