Impact Learning Systems


Coaching Training: Elements of Effective Feedback Rachel Miller

Great lead­ers all have one thing in com­mon. They are phe­nom­e­nal com­mu­ni­ca­tors. Their words inspire, moti­vate and engage. Great lead­ers are also great coaches and lucky for some it comes nat­u­rally. But for the rest of us it requires some study, patience and practice.

To become a great call cen­ter coach you will need to focus on two main skills: prais­ing and cor­rect­ing. It is much eas­ier to praise than cor­rect but in real­ity it is praise that employ­ees rarely hear.

Prais­ing Made Easy

It’s hard to feel good about your­self and your job when all you hear are neg­a­tive com­ments.  To ensure your employ­ees per­form at opti­mal lev­els they will need to hear words of encour­age­ment and praise from you. There are many effec­tive ways to praise but we have found the below exer­cise most effective.

B = Behav­ior. Iden­tify pre­ferred behav­ior so the employee can con­tinue doing it.

E = Effect. Explain how the behav­ior con­tributed to the cus­tomers pos­i­tive expe­ri­ence, com­pany bot­tom line or any­thing else that details why the behav­ior is desired.

T = Thanks. Always thank the employee. This shows appre­ci­a­tion, rein­forces that the employee did a good thing, and encour­ages them to con­tinue doing it.

Cor­rect­ing in the Work­place

Although not as much fun as prais­ing, cor­rect­ing is a very impor­tant part of coach­ing. It is not easy to tell some­one that he or she did some­thing wrong or is not behav­ing per com­pany guide­lines but avoid­ing such issues will affect your teams pro­duc­tiv­ity and morale. Use this easy to remem­ber exer­cise to effec­tively correct.

B = Behav­ior. Clearly point out the incor­rect behavior.

E = Effect. Explain the effect the incor­rect behav­ior had on the cus­tomer, call, etc.

E = Expec­ta­tion. Clearly state what you expect the employee to do dif­fer­ently next time.

S = Secure Com­mit­ment. Secure a com­mit­ment from the employee to try what you’ve asked.

Avoid Using “But”

Fre­quently, coach­ing ses­sions will involve both prais­ing and coach­ing. Always praise first.  This will relax the employee and allow them to be more recep­tive to cor­rect­ing. Avoid using the word ‘but’ as a tran­si­tion from prais­ing to cor­rect­ing. Using but will quickly negate all the pos­i­tive things you just said. Instead use a segue such as,” Now let’s talk about…”  as a smooth intro­duc­tion to phase two of the coach­ing session.

Every­one ben­e­fits from call cen­ter coach­ing train­ing. Employ­ees will feel more appre­ci­ated and bet­ter informed. Super­vi­sors and man­agers will see lower turnover, increased call qual­ity and increased cus­tomer sat­is­fac­tion. Being able to iden­tify and cor­rect call cen­ter employee per­for­mance issues in a timely man­ner is imper­a­tive for run­ning a suc­cess­ful and prof­itable call cen­ter. Arm your employ­ees with the tools to suc­ceed and reap the rewards.

Rachel Miller has 10 years of e-commerce & e-marketing expe­ri­ence with a pas­sion for social media and all things vel­cro. A ded­i­cated cus­tomer ser­vice advo­cate Rachel believes that every job is a cus­tomer ser­vice job.
Rachel Miller
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  • What are some good tips for 1:1's with your employ­ees? — Quora

    […] rein­forces that the employee did a good thing, and encour­ages them to con­tinue doing it.[source: ]This answer .Please spec­ify the nec­es­sary improve­ments. Edit Link Text Show answer summary […]

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