Help Desk & Support Center
Call Center Management
Tech Support Resources
Project Management
Contact Center Technology
Online Support
Customer Satisfaction
Knock Your Socks Off Service
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Metrics & Benchmarking
Hiring, Training, & Retention
Outbound Telebusiness
Novelties, Gifts, & Humor
Bargain Books (50% off)

Call Center Courses
Telephony Courses
ITIL & Help Desk Courses

Subject Index
Catalog Index

Contact Us
Shipping Options

Coaching for World Class Customer Support
by Mia S. Melanson, softcover, 30 pages, $19.95



World-class performance is no accident.  Whether on the playing field or in the support center, people need training, practice and good coaching to achieve excellence.  Mia Melanson, a performance consultant, explains the coaching process as a series of simple steps. You'll see why coaching is different from managing, and learn how to build a high performance support center -- one player at a time.

Table of Contents

  1. Coaching is a relationship
    • The elements of coaching
    • Coaching to fit the player
    • Players welcome coaching
    • Learning with your players
  2. The coach prepares
    • Assess the player
    • Evaluating yourself
  3. An eight-step coaching process
    • Step 1: Create a trusting, caring, learning environment where everyone is at ease.
    • Step 2:  Define and communicate the reason for the coaching discussion.
    • Step 3: Begin a dialogue on ways to improve or excel.  Listen with empathy.
    • Step 4: Encourage participation by asking open-ended questions.
    • Step 5: Use the player's suggestion whenever possible.
    • Step 6: Agree on a plan of action: who will do what by when.
    • Step 7: Schedule a follow-up meeting within five to ten days.
    • Step 8: Provide detailed, ongoing feedback.
    • Putting the steps together: a coaching example
  4. Giving feedback
    • Recognition
    • Positive reinforcement
    • Advice
    • Ineffective feedback: criticism and silence
    • Seven tips for better
    • When coaching doesn't work

The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 18, 2012