Customer service excellence is being recognized as the holy grail of sales. Competent customer service helps in cultivating a pleasant customer experience. Positive recurring customer experience, in turn, generates customer satisfaction and loyalty towards the brand. It is well known that customer service
professionals are the first to interact with prospective customers. Their interaction, attitude, and approach towards customers can make or break a business and
its reputation. Thus, it becomes very critical for an organization to have a well-trained customer service staff. It does not suffice to merely have a workforce that is dedicated and hardworking. The customer service team must know how to turn this dedication and knowledge to the organization’s advantage. This is where the need for coaching customer service skills arises. 

Who is a customer service coach? – A wellex perienced and established person of the industry, most certainly. He or she understands various subtleties and nuances of customer service. They are needed to educate beginners in the field of customer service. Such a coach would equip them with the tools of the fundamentals of customer service. The need for coaching also arises for representatives who have been working in customer service for a while but have not been up to date with the latest changes and developments. In such cases, coaching helps them in improving their skills and getting back on track. The need for a dynamic and experienced expert for coaching is actively felt by organizations looking to sharpen their workforce. This coach is often found within the organization itself in the form of team leaders, supervisors, or managers. However, to train others a coach often needs to be assimilated to the needs of the trainees. 

Inculcate such a conducive environment within the organization that ensures continuous learning Build an improvement of the customer service skills of each delegate Evolve team leaders and managers to coaches of customer service Build a trusting relationship between the coach and their team Create modules in customer service aimed towards a common achievement of organizational goals Develop an efficient customer support system Curate ethics that prioritize the customer Build teams that aid in cultivating customer loyalty

This program equips you to work on your skill to listen to the customer’s needs, what they require and how to address their pain areas and thereby increase the customer satisfaction index. This program is up-skilling yourself and going that extra mile to work with the customer. Upon completing this Basic Customer Service Training Program successfully, participants will be able to:

•  Inculcate such a conducive environment within the organization that ensures continuous learning 
• Build an improvement of the customer service skills of each delegate 
• Evolve team leaders and managers to coaches of customer service Build a trusting relationship between the coach and their team
• Create modules in customer service aimed towards a common achievement of organizational goals
• Develop an efficient customer support system
• Curate ethics that prioritize the customer
• Build teams that aid in cultivating customer loyalty

This collaborative Coaching Customer Service Training Program will comprise of the following training methods :

• Interactive sessions and lectures 
• Presentations
• Management games
• Role-playing/modelling
• Case studies
• Group discussions
• Problem-solving sessions

• Regular coaching will ensure that customer service staff is providing the most efficient and relevant service to its customers
• Have the customer service team keep up with the latest trends of the market
• Develop a dynamic sales force that understands different ways to deal with difficult customer situations
• Polish skills of the existing team leaders and managers
• Develop efficient goal-setting criteria that would meet the benchmark of quality
• Develop a functional feedback and monitoring system through which leaders and managers can constantly review upcoming challenges and issues
• This training will result in better employee engagement

• Coaches shall receive a fact-based and honest feedback system from representatives who will help them improve their coaching skills
• Caches shall be able to appreciate that every representative has a different understanding ground 
• Coaches will learn how to tackle different personalities in an effective manner  
• Enhance better decision-making skills and develop quick thinking to tackle challenging situations 
• Participants will gain deeper insight into the internal as well as the external operational environment 
• Participants will better their understanding of the firm which will help them advance in their careers

• Team leaders 
• Managers
• Sales executives 
• Supervisors
• Marketing heads 
• Entrepreneurs
• Start-up founders

Module 1. Introduction to coaching skills

Module 2. Discussing essentials of coaching of customer service skills

Module 3. Developing conducive coaching environment

Module 4. Goal setting and assessing performance

Module 5. Dealing with dynamic and difficult customer situations

Module 6. Barriers to developing a trusting relationship

Module 7. Coaching with data

Module 8. Working on communication skills

Module 9. Challenges to coaching

Module 10. Essential coaching analytical skills

Module 11. Identifying challenges to delivering satisfying service

Module 12. Developing customer-centric culture in a team