Coaching For Service Excellence

Synopsis

Achieving service objectives through your staff is the key to successful service leadership. To do this, you must be able to motivate, coach and lead your team when the situation gets difficult and provide a supportive environment. Coaching allows employees and superiors to work closer to achieve common and united goals. This workshop is specially designed for supervisors and managers who play a key role in developing people to achieve service excellence. The purpose is to equip the supervisors with coaching skills and techniques to support the service transformation initiatives 'grow' your service personnel with a passion in service. The key is sustainable performance in the service staff.

'Successful coaching is a mutual conversation between manager & employee that follows a predictable process and leads to superior performance, commitment to sustained improvement and positive relationship.'

- Dennis Kinslaw

Course Objective

At the end of the workshop, you will be able to:

• Understand your role as a Coach in growing and developing people in service context
• Identify the premise for effective coaching and qualities of a coach
• Learn and apply the Coaching Model for superior service
• Practise and apply critical skills of Coaching in service situations

Course Outline

The Coaching Context and Content

• Challenge of Paradigms � You are already what you'll ever be unless you are willing to change and prepare to pay the price for it
• "My workplace is my Worthplace" - The G.R.O.W. Model to have the 'big picture' on service @ work and find fulfillment in service delivery
• Three Pillars of Service Excellence to drive quality service in value creatio
• The Heart of an effective Coach for a growth-centered relationship to identify coaching opportunities :
  - Who are you? (Excellence of Person)
  - What do you do? (Excellence of Performance)
  - Why do you do what you do (Excellence of Purpose) The Coaching Process
• Relational capital building through small talk and experience sharing
• Master the key principles in reflection to convert past and present service experiences into opportunities for learning
• Ownership and revealing questions to identify the person's 'box' (Emotional Boxes, Circumstantial Boxes and Perspective Boxes) and see things from a different angle
• Specific intent future orientation for constructive feedback
• Identifying opportunities to affirm
• Accountability Plan - Support, Encouragement and Accountability for positive purposes, motivation (energy) for desirable behavior and to make sure we are not 'running in vain' (off-course)
• Practise 'Conversational Coaching' � transforming service personnel with one conversation at a time under formal or informal situations
  

Methodology

Professional, executives and supervisors who are involved in creating and leading service personnel to deliver positive customer experience. Aspiring service leaders who desire to enhance and sharpen their service coaching skills to manage and develop others effectively.