Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know what’s expected of them, how they’re doing, and how they can improve. And this spans all generations. So when effective, coaching is something your employees will look forward to.
In this video from my LinkedIn Learning course “Quality Standards for Customer Service,” I look at five traits of a coaching program that builds trust and empowerment.