In-house trainingLeading a Service Team

Leading a Service Team: Coach Your Team to Consistent Service

Participants learn to set a clear standard, score interactions fairly, coach from real interactions and keep standards alive. They leave with a scoring checklist, a coaching guide and a weekly huddle plan.

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Leading a Service Team course cover
Key Outcomes
Set clear standards and score fairly
e.g., a five-item checklist: greeting, listening, solution, accuracy, close, with scorers calibrated against each other
Coach from real interactions
e.g., pick one call, one strength and one behaviour to improve
Balance speed and quality metrics
e.g., track first-contact resolution next to handle time
Keep standards alive
e.g., a 10-minute weekly huddle on one behaviour, with a good example shared

Why teams need this

Supervisors are usually promoted for being good at service. Then they spend their days on numbers and escalations, and quality drifts. Quality scores are shared, but behaviour doesn't change. The HBR customer service study recommends removing productivity metrics that favour speed over the quality of resolution.

Project Oxygen
Google's research on managers identified eight behaviours of high-scoring managers, including being a good coach, empowering the team and not micromanaging. The data came from Google, not service teams, and participants adapt them to service.
Service-profit chain
Heskett and colleagues (HBR, 1994) link employee satisfaction to customer loyalty and profitability. Participants map the links in their own team.
GROW for coaching conversations
Goal, Reality, Options and Will, developed by Alexander, Fine and Whitmore from Tim Gallwey's work.
Group work and role-play
Teams score two sample interactions and compare scores to calibrate. Then they role-play a coaching session with an agent who is quick but cold on empathy.

Exercises use your quality form, service metrics and real interactions.

HRDC/HRDF training that builds confidence and drives growth.

Tell us what your team is facing. We will come back with a plan built around it.

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