Sales and Service → Customer Service Mastery

Customer Service Coaching (CSM03)

Whether they’re in face-to-face or remote roles, customer service employees are essential to the customer experience. So, it’s worth taking the time to make sure they’re developed and encouraged to progress professionally. Coaching ensures that employees are given the tools they need to go the extra mile for customers.

If customer service is poor, customers won’t remain loyal, no matter how great the product is. Coaching employees in a way that empowers and motivates them will directly improve how customers experience a brand. And the right kind of coaching will also increase morale, making employees more likely to remain and progress.

By the end of this course, you’ll be able to:

•Recognize the individual benefits of 1 -to-1 coaching and group training
•Demonstrate how to use GROW method to coach employees

Why take this course?

Everyone who oversees customer service teams can benefit from understanding how to coach them. Successful coaching leads to satisfied customers and strong brand reputation. Agents will be happier and more productive. And you’ll build stronger relationships with team members by creating a collaborative working environment.

10 mins | SCORM | Takeaway Tasks

Version Date: 2021/10/12

  • Customer Service Coaching
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever