Coaching For Service

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This is a presentation for the 2009 ASU Symposium on Service. "If people are to provide exceptional service they have to know what exceptional services feels like. You can\’t fake it. Coaching can encourage great service and demonstrate great service in the process."

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Coaching For Service

  1. 1. How Coaching Creates Service Experiences For Employees Dean Newlund 2009 Compete Through Service Symposium
  2. 2. Over 1/2 Said Their Careers are Stagnant
  3. 3. Not Now, But Soon Retention Will be a Real Issue.
  4. 4. HBR Study on Coaching . Develop capacities of high potential managers
  5. 5. McGovern, Fisher - Coaching ROI . 53% 48% 40% 32% 23% 22%
  6. 6. Coaching is More Than Giving Feedback
  7. 7. The purpose of coaching is to transform another person on their path of achieving a goal or fulfilling a purpose.
  8. 8. Coaching Service experience Fosters engagement Connects service to life purpose
  9. 9. Providing A Service Experience to Clients You Can’t Give What you Don’t Have
  10. 10. Engagement is the key to implementing change and gaining commitment.
  11. 11. Service Experiences for Customers and Coachees are Similar I Matter I’m Understood I’m Empowered
  12. 12. Service Behavior Experience Listening and being present I matter Open ended questions & I’m understood Conveying understanding For Customer Provide solution I’m empowered For Coachee Make requests
  13. 13. Being Head = I Matter Listening Being Present No Inner Monologue
  14. 14. Good Questions = I’m Understood Open Ended Qs Convey Understanding Avoid Giving Answers
  15. 15. Clear Accountability= I’m Empowered Make Requests Give Ownership Set High Expectations
  16. 16. Interpersonal Skills 75% advance 80% terminated
  17. 17. Connecting Service to Life Purpose
  18. 18. How can We Develop Coaching for Service Culture? By Creating Service Experiences with Our Employees.
  19. 19. Coaching Opportunities On the spot with Honeywell Interview Process with Marriott, UK Action Learning Projects with heath care company Coaching others to coach with AT&T
  20. 20. Thank You Competing Through Service Symposium

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