Advanced Customer Experience Coaching

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Business Issue - Creating exceptional customer experiences is critical to improving your organization’s business performance. Coaching to help your employees create an outstanding customer experience is necessary to retain customers, build their loyalty, and drive sales. Making the transformation from "good" to "great" requires the most effective and efficient coaching skills:

Utilizing high-impact questioning strategies

Soliciting and providing targeted and balanced feedback

Addressing resistance to coaching

Building strategic action plans

Omega Performance’s Solution - Advanced Customer Experience Coaching is a facilitator-led, interactive coaching workshop that equips managers to conduct highly effective and efficient customer experience coaching conversations with direct reports that add the greatest value to their sales and service skills.

Participants integrate Omega’s Coaching Best Practices with The Coaching Model they learned in Customer Experience Coaching to observe simulated customer conversations and coach an employee in skill practices. Certified skill practice coaches play the employees during the skill practices and exemplify the kinds of skill and attitude challenges managers often face when coaching to improve sales and service skills.

What Is Included

Advanced Customer Experience Coaching is a highly interactive workshop in which participants engage in individual and group exercises including discovery activities, mini skill practices, and skill practices for greater behavior change and skill development. Completing the advanced workshop deepens the use of The Coaching Model.

Upon completing Advanced Customer Experience Coaching, participants are able to:

Plan and demonstrate questioning strategies tied back to Omega’s CON²ECT Customer Experience Model, which defines the behaviors employees should be using during customer conversations.
Apply Omega’s Coaching Model to create collaborative coaching conversations with direct reports that build ownership and accountability, and teach them to "self-coach."
Solicit and provide the highest-impact balanced feedback about what the direct report did well and must improve to build excellent customer connections.
Use Omega’s Handling Objections Model to address resistance during coaching.
Build specific action plans during the coaching conversation which meet Omega’s ACT Standards—Accountable, Concrete, and Time-Specific.
Demonstrate use of the Coaching Model in an individual skill practice.
Develop an action plan for on-the-job skill application and growth.

Results You Can Expect

Advanced Customer Experience Coaching helps your managers:

Raise the level of sales and service management effectiveness throughout the organization
Create outstanding and sustainable customer experiences and more significant sales growth due to enhanced employee performance
Ensure that all time spent coaching is time that adds high value to the direct report, the coach, and the organization
Improve the employee experience in terms of motivation and productivity
Foster their direct reports' ability to "self-coach" on a daily basis
Increase customer satisfaction and loyalty, sales growth, and profitability

Who Should Be Trained

Advanced Customer Experience Coaching is for area and financial center managers.

Prerequisites

Building Customer Connections and Customer Experience Coaching are prerequisites for Advanced Customer Experience Coaching.

Delivery Options

Advanced 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

Advanced Customer Experience Coaching is followed in 60 days by a webinar on Addressing Resistant Behaviors during coaching conversations. One of the greatest challenges coaches face is how to constructively deal with resistance on the part of employees who are being asked to raise their level of performance.

During the webinar, participants will review The Coaching Model and listen to examples of what resistant behavior in a coaching session might sound like. After being introduced to various techniques to address these types of resistant behavior, they will practice identifying the type of resistant behavior, determining an appropriate technique to use as a response to each, and creating a custom response, if necessary.

Participants will leave the webinar with the tools they need to turn coaching sessions into productive, interactive developmental opportunities for their employees.