A training on how managers and supervisors can begin coaching their reports effectively and positively.

1. Coaching to Behaviors
9 June 2021

2. What is Coaching?
● Coaching is… Conversation, NOT Commandments
● Coaching provides… Growth and Development, NOT Discipline
● Coaching focuses on… Potential and Opportunities, NOT Past Mistakes
and Shortfalls
● Coaching builds… Service STARs
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3. Measuring Success
●Metrics:
○Productivity (PSL)
○Time
○Attendance
○Quality
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4. Coaching & The Customer Experience
Coaching conversations should focus on the whole picture.
People have to be here (attendance) and be available (PSL) to help our customers by
providing caring, understanding and helpful service that targets all of their needs,
current and future (Quality/Time).
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5. Coaching to Behaviors
●What we can ‘see’ or ‘hear’
●Provides opportunity to say or do something differently
○ Enhance customers’ experiences rather than focus on
‘good vs bad’ in past behavior
○ Challenge people to discover their own
opportunities by asking rather than telling
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6. Opening the Door to Opportunity 6

7. Helping Agents be Responsible 7

8. So … Which behavior(s) should we coach to?
The easy answer: It’s up to you - you’re the one “in charge.”
The real answer: We coach to the behavior
the data tells us to.
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9. An Example Behavior (since we are starting
without much hard data)
We will coach to:
Handling Customers Without Scripts
(and without panicking)
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10. Handling Customers Without Scripts 10

11. The GROW Model
● Goal
● Reality
● Options
● Way forward
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12. A Cycle Around a Focus 12

13. Connection First 13
Connection
is more
important
than
Content

14. Defining the Focus
Before we talk to anyone in a coaching session, we need to understand the situation,
which means asking questions. This happens before the GROW model.
● What is the behavior we’re working on?
● Is this new, or is it a recurring issue?
● What are the likely technical difficulties?
● What are the available resources?
● How well are they doing with it?
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15. Putting in the Time is Worth it
Remember, we’re going for a pretty big payoff.
The work of setting up your coaching sessions pays huge dividends.
● Trust
● Respect
● Dedication
● Responsibility
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16. What is the behavior we’re working on?
Handling Customers Without
Scripts
-Be responsible for correct open and close of every conversation.
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17. Is this new, or is it a recurring issue? 17

18. What are the likely technical difficulties? 18
None

19. What are the available resources?
● Original scripts
● FAQ document
● Brainstorming/Mind mapping with agent
● Interactive Blueprint guide
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20. How well are they doing with it? 20
For this example we will assume someone who
sounds natural with the scripts, but is
uncomfortable “making up” their own language.
We’ll look briefly at two other possibilities:
1. They do not currently follow the scripts at
all.
2. They follow the scripts but are wooden and
robotic, not authentic.

21. Some Other Possibilities
● They may have never followed the scripts
● They follows the script but sound like a robot
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22. A Place to Stand
Competency Levels
● Foundational
● Developed
● Advanced
● Leading
● Prominent
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23. Working the model: Goal
“Let’s do some goal setting so we’re both going the same direction.
“The reason we’re here is to talk about getting the greeting part of the conversation exactly right, but
authentically, as ourselves, and not just reading like a robot reciting the phone book, or rushing
through so fast the customer can’t understand.
“How do you feel about taking charge of that, for yourself?”
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24. Working the model: Reality
“I hear what you’re saying. You think the way we’re doing it with the script works well for you and you
don’t want to change that.
“Here’s an important thing: You don’t have to stop using the script. What you have to do is be authentically
yourself and not sound like you’re reciting last year’s math homework in your sleep when you use the
script.
“Are you connectingwith your customers? Hitting all the bases?
“Is there anything you might do better?”
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25. Working the model: Reality pt. 2
“Let’s listen to the beginningof a convo or two and see how you sound. Just a couple minutes. I promise I
pulled these at random. I’m not looking for problems; just trying to hear the way things really are.
… [Listen with them] ...
“How did that sound to you? Was your customer beginning to feel like you care? Did you cover the
material?
“Was that a good example of how your conversations usually sound?”
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26. Working the model: Reality pt. 3
Help your people understand what the customer is saying between the lines.
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27. Working the model: Reality pt. 4
Spend the time to learn
the things this person is
having trouble with.
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28. Working the model: Options
“We have a few things to think about now. You mentioned coming up with a better way to talk
through this with a customer. I’m really interested to hear what you come up with.
“ You also said maybe you would like to keep the standard script with a couple extra words
depending on how your customer reacts. That sounds like a really powerful way to reach your
customers.”
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29. Working the model: Way Forward
“So what do you think? Which one of these do you feel best about and want to try?
“Or would you rather try the script - modified for your individual customers’ needs - for part of the
time? Maybe tomorrow? Then try your totally new version (once you come up with it) maybe the
next day?
It seems like it might be a good idea to bounceyour new version off me, or maybe a coworker, before
you try it, just so we can be sure it covers everything. But you need to decide if you need that. What
do you think?”
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30. Next Steps
The next thing to do is try it out.
We need to set up a coaching for each of your people and go through helping them to
succeed at this importanttask.
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31. Questions? 31

32. Keeping score. ...
How did we do, on a scale
of 1 - 10?
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33. Thank You!