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Course Overview

Every service organisation needs a leader that inspires and coaches the team towards service excellence.
This course aims to impart leaders with knowledge and skills to coach their team recommendably within a service environment.

Who Should Attend?

Supervisors and team leaders from various service industry sectors. (In the view that service is extended not just to external customers but internal customers as well) – HR professionals, Employee and Organisation Development Professionals

Course Objectives:

By the end of the program, participants will be able to:

  • Prepare for coaching
  • Coach service teams & individuals on the job to achieve service objectives
  • Evaluate & follow up service coaching

Course Outline:

Prepare For Coaching

  • Identify the coaching needs of service teams or individuals
  • Set service coaching objectives & obtain individual/service teams’ commitment to set objectives
  • Identify & obtain relevant resources required for coaching delivery

Coaching On The Job To Achieve Service Objectives

  • Use appropriate techniques to explain & demonstrate the specific skills & knowledge to be coached
  • Offer service team/individual with the opportunity to practise the skills learned & ask questions
  • Ensure understanding of new skills and knowledge & adjust coaching technique if required
  • Provide feedback in a constructive & supportive manner throughout the coaching session

Evaluate & Follow Up Service Coaching

  • Monitor & assess individual/team progress in developing new service skills & knowledge
  • Communicate progress to relevant personnel
  • Review personal coaching style & performance & develop strategies for improvement wherever necessary

General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.
Customized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
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