Coaching Skills Trainingdancing lion training & consultancy
£ 337 - (402 €)
- In company
Da migliorare Nothing bad.
Corso realizzato: Ottobre 2016 | Recomendarías este centro? Sí.
Cosa impari in questo corso?
To increase understanding, skill and effectiveness in call sampling and coaching so that the organisation achieves its objectives and customers receive a superior service.
By the end of this seminar, delegates will be able to:
❖ define the purpose of call sampling so everyone is listening to calls in the same way
❖ structure the call sampling session to track measurable progress
❖ agree the ground rules for call sampling – so that everyone is working in the same way
❖ set out who should listen to the call samples – frequency, process and purpose
❖ set up a structure for reviewing the process of call sampling so it is continuously improving
❖ time for call sampling
❖ avoid mistakes and demoralisation
❖ give meaningful feedback to staff members
❖ understand how quality management methods and call coaching techniques fit together
❖ utilise key documentation for quality management and call coaching
❖ carry out call sampling and staff coaching to fit with individual professional development
❖ apply staff coaching reinforcement methods
❖ maintain coaching so that new behaviours become habitual