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."
11. Providing A Service Experience to Clients
You Can’t Give
What you Don’t
Have
12. Engagement is the key to
implementing change and gaining
commitment.
13. Service Experiences for Customers
and Coachees are Similar
I Matter
I’m Understood
I’m Empowered
14. 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
15.
16. Being Head = I Matter
Listening
Being Present
No Inner Monologue
17. Good Questions = I’m Understood
Open Ended Qs
Convey Understanding
Avoid Giving Answers
22. How can We Develop Coaching
for Service Culture?
By Creating Service Experiences
with Our Employees.
23. 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