Customer Service Scoring and Coaching
Building relationships starts with the first interaction and is carried through all interactions in companies. This can cover all departments in a company where there is client focused interactions. Coaching is done with recording calls, emails, and texting. A foundation of communication when it comes to customer issues requires empathizing before educating.
In a 2016 Open Market survey of 500 Millennials, data showed the preferred methods of business communication with consumers ranked as: text, email, voice. Of those, 62% prefer texting for appointment reminders, followed by 59% for delivery notifications, and 48% for payment reminders. With the rapid change of our consumers and it being three years later, I feel comfortable applying these statistics to more than just Millennials.
Services are outlined the following way:
- Meet with the employee via webcam for 45 minutes
- Send additional articles or videos relating to their goals once a month
- Review in coaching sessions challenging situations or conversations
- Discuss scored texts, emails, and calls focusing on improving communication skills
- Supply a summary of the coaching session following each coaching session
Coaching agendas are sent two weeks prior to the coaching session and include an article or video complementing the employee’s goals. The idea is to have the article or video takeaways sent to the coach in between sessions to keep the employee’s goals at the forefront of their thoughts. During the coaching sessions the takeaways will be discussed along with challenging situations the employee has been experiencing and talking through those experiences to give additional guidance and create insight for the employee. Employee’s scoring results will be reviewed and discussed along with their progress. To keep management informed of the employee’s areas of opportunity and goals, a summary will be supplied following each coaching session with the set goals and their Keep, Stop, Start details.
“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” — Steve Jobs