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."

1. How Coaching Creates Service Experiences For Employees
Dean Newlund
2009 Compete Through Service Symposium

2. Over 1/2 Said Their Careers are Stagnant

3. Not Now,
But Soon
Retention
Will be a
Real Issue.

5. HBR Study on Coaching
.
Develop
capacities
of high
potential
managers

6. McGovern, Fisher - Coaching ROI .
53%
48%
40%
32%
23% 22%

7. Coaching is More Than Giving
Feedback

8. The purpose of coaching is to
transform another person on their
path of achieving a goal or fulfilling a
purpose.

10. Coaching
Service experience
Fosters engagement
Connects service to
life purpose

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

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

18. Clear Accountability= I’m Empowered
Make Requests
Give Ownership
Set High Expectations

20. Interpersonal Skills
75% advance
80% terminated

21. Connecting
Service to
Life
Purpose

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

24. Thank You Competing
Through Service
Symposium