managing direct EFFECT
| How can you be more effective as a coach to call centre staff . | |
| managing direct EFFECT is a practical, high impact program that helps you, as a mentor of call centre staff, lift your team to the next level. Increase your effectiveness and improve customer service. Take the step up from good coach to great mentor and inspire maximum performance from the people on the front line of your organisation. | |
| What it involves | |
| • | Understanding self-concept and self-esteem. |
| • | Development of customer relations through an understanding of interpersonal effectiveness. Assisting staff to: make the right recommendations; anticipate customer needs; handle rejection/criticism; ensure customer loyalty; and monitore customer satisfaction. |
| • | Assisting job performance by: examining levels of competency; goal setting; and monitoring performance. |
| • | Learning and applying the coaching process of: Clarifying Objectives; Assessing Performance; Providing Developmental Feedback; and Reinforcing Performance. |
| What can be achieved | |
| • | Enhance the effectiveness of your ability to increase customer satisfaction. |
| • | Increase the consistency of performance by individual call centre staff. |
| • | Increase the development of business opportunities by call centre staff. |
| • | Build stronger commitment to and respect of mentors by call centre staff. |
| • | Instill a thorough understanding of the dynamics of successful customer service. |
| managing direct EFFECT includes an optional Performance Coaching Effectiveness Inventory (PEADS) that measures competencies critical to effective call centre personnel performance management. It allows you to appreciate how effective your coaching is, what you do well and how you could be more effective. | |
| To learn more about how managing direct EFFECT can contribute to your organisations success, click on the ‘Contact Us’ bar below. | |