Your customer-facing employees play a pivotal role in the delivery of good
customer experiences; meanwhile your managers are charged with providing the
correct structure, guidance, training, appraisal system, and environment in
which these talented and engaged employees can flourish.
Great managers just like great employees often need help and assistance in order
to deliver what is being asked of them and indeed to achieve their own personal
career goals. iCustomerExperience can deliver this support via one-2-one
coaching sessions and group workshops for your senior managers of
customer-facing staff and functions.
With our coaches’ help your managers will be quickly able to:
- Optimise sales growth due to enhanced employee performance
- Develop stronger, more focused individuals leading to a stronger and better aligned team
- Ensure that employee incentives and performance metrics are correctly aligned with their delivery of positive customer experiences
- Improve the employee experience in terms of motivation, productivity, and recognition
- Develop effective action plans for on-the-job skill application and personal development
- Effectively observe and assess conversations between their employees and customers
- Help the employee learn to assess what they did well and may want to do differently next time, i.e. "self-coach"
- Critically observe behaviours in order to provide correct praise to reinforce positive skills and developmental feedback to address limitations
Contact us
to find out how iCustomerExperience can help support your senior managers. |