Posted on May 15, 2008 by Dennis Snow
In my previous blog post, Why Service Initiatives Often Fail, I emphasized the importance of never tolerating intolerable service in your organization. I also promised to share a 5-step coaching process to help plan and deliver coaching to any employee who is not living up to your organization's service expectations. I want to emphasize the word plan because it is vital to plan each of the steps in advance of the coaching meeting.
This post is longer than usual; but I believe the subject is critical for service success and I also know that the 5-Step Coaching Process works.
5-STEP COACHING PROCESS
Again, I want to stress the importance of planning each step in advance of the coaching session. Don't leave it to chance - if the discussion gets heated it's easy to get off track. Have a plan.
Finally, never, ever let a coaching moment go. A coaching moment is one of the most powerful training opportunities an employee can experience. It's real time training because it focuses on a specific and immediate issue.
I would love to read any comments and suggestions you might have regarding your own service coaching experiences.