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||Coaching for World Class Customer
by Mia S. Melanson, softcover, 30 pages, $19.95
World-class performance is no accident. Whether on the playing field
or in the support center, people need training, practice and good coaching
to achieve excellence. Mia Melanson, a performance consultant, explains
the coaching process as a series of simple steps. You'll see why coaching
is different from managing, and learn how to build a high performance support
center -- one player at a time.
Table of Contents
Coaching is a relationship
The elements of coaching
Coaching to fit the player
Players welcome coaching
Learning with your players
The coach prepares
Assess the player
An eight-step coaching process
Step 1: Create a trusting, caring, learning environment where everyone is
Step 2: Define and communicate the reason for the coaching discussion.
Step 3: Begin a dialogue on ways to improve or excel. Listen with empathy.
Step 4: Encourage participation by asking open-ended questions.
Step 5: Use the player's suggestion whenever possible.
Step 6: Agree on a plan of action: who will do what by when.
Step 7: Schedule a follow-up meeting within five to ten days.
Step 8: Provide detailed, ongoing feedback.
Putting the steps together: a coaching example
Ineffective feedback: criticism and silence
Seven tips for better
When coaching doesn't work
The Resource Center for Customer Service
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Last modified January 18, 2012