Customer Experience Coaching

Download this course description (pdf)

Business Issue - Coaching branch staff to create outstanding customer experiences is necessary to retain customers, build their loyalty, and drive sales. Branch and assistant managers play a pivotal role in observing exactly what happens when customers connect with branch staff, and then in coaching them to consistently build critical sales and service skills.

Omega Performance’s Solution - Customer Experience Coaching is a facilitator-led coaching workshop that enables managers to conduct coaching sessions based on what their employees actually do at the point of customer contact. Participants practice how to observe what their customer contact staff—especially sales and service associates—actually say and do with customers when using the Omega Performance CON²ECT Customer Experience Model.

The strategy for Customer Experience Coaching sessions is to help the employee learn to assess what they did well and want to do differently next time, i.e. "self-coach." In addition, participants learn how to give clear and specific feedback to employees on what they say and do well with customers and what they need to improve upon. Together, the coach and employee, build a specific action plan for how the employee will master Omega's CON²ECT Customer Experience Model and deliver great service and sales.

What Is Included

Customer Experience Coaching is a highly interactive workshop in which participants engage in individual and group exercises including discovery activities, mini-skill practices, and videotaped skill practices for greater behavior change and skill development.

Participants learn how to effectively observe and assess conversations between their employees and customers. Participants also learn how to use Omega’s Coaching Model to help employees recognize their strengths and areas for improvement during sales and service interactions.

Upon completing Customer Experience Coaching, participants are able to:

Assess current strengths and areas for improvement in creating outstanding experiences when their employees interact with customers.
Describe a number of strategies for observing employees demonstrating the CON²ECT Customer Experience Model, especially with real customers.
Identify the critical behaviors to watch for when observing a sales and service associate demonstrating the CON²ECT Customer Experience Model.
Describe the steps and skills in Omega’s Coaching Model, especially the best practice of asking questions to prompt self-discovery.
Demonstrate use of the Coaching Model in a collective skill practice and in an individual videotaped skill practice.
Develop an action plan for on-the-job skill application and growth.

Advanced Customer Experience Coaching is the required second day if Customer Experience Coaching is the first coaching experience. The advanced workshop deepens the use of Omega’s Coaching Model, introduces high-impact best coaching practices, and provides additional robust coaching skill development and feedback.

Results You Can Expect

Customer Experience Coaching helps your managers:

Increase customer satisfaction and loyalty
Create superior customer experiences and drive significant sales growth due to enhanced employee performance
Improve the employee experience in terms of motivation and productivity
Develop stronger, more focused individuals leading to a stronger and better aligned team
Expand consistency in the sales and service culture and predictability in business performance

Who Should Be Trained

Customer Experience Coaching is for area and financial center managers.

Prerequisites

Building Customer Connections is a prerequisite for Customer Experience Coaching. It is through Building Customer Connections that managers are able to master and role model the customer conversations they want their people to conduct.

Delivery Options

Customer Experience Coaching is a one-day workshop conducted by Omega Performance consultants. Maximum attendance is 12 participants. Leader training is also available.

Sustainment Skill Building

Customer Experience Coaching is followed in 60 days by a Skill Builder on Quick Coaching. This Skill Builder is an interactive, plug and play, team meeting with materials, activities, and instructions for an area or regional manager to run in the field. It provides branch and assistant managers with an understanding of how to provide quick praise to reinforce a positive skill and developmental feedback to provide an alternative approach as they observe behaviors on the job.

During the Quick Coaching Skill Builder, participants will discuss the similarities and differences between Formal Coaching and Quick Coaching and when it is appropriate to use each one. Quick Coaching suggestions and guidelines will be reviewed before participants create their own Quick Coaching scenario to record and practice, then share balanced feedback with peers.