Coaching for Service Performance is an activity-based improvement course, ideal for individuals seeking to build a practical understanding of the knowledge, skills, and expertise required to apply coaching effectively within customer service environments.
This certificate course has been designed to support those who are responsible for developing others or improving service performance, helping them to build confidence, capability and consistency in their coaching approach across a range of workplace situations.
Underpinned by the GROW coaching framework, it enables participants to understand the purpose and benefits of coaching, explore when and how to use coaching effectively, and develop structured approaches to supporting performance improvement through practical application and feedback.
The course also includes a work-based assignment, enabling delegates to apply learning directly to real workplace situations and demonstrate their understanding in practice. Delegates receive a certificate upon successful completion of the course.
Can be delivered exclusively for your organisation (virtually or in person) or booked via our scheduled open courses – for in house delivery, contact your Client Development Director.
This immersive and interactive two-day program is structured to enable participants to develop a deeper understanding of how to articulate and leverage the benefits of coaching, but also equipped to drive significant service improvements. The course emphasises the development of a personal coaching style, mastery of motivational techniques and the application of effective questioning strategies to resolve problems and set actionable goals.Â
| Day 1
| Day 2
- Articulate and understand the benefits associated with coachingÂ
- Use coaching to drive service improvementÂ
- Understand how motivation and emotional intelligence relates to coachingÂ
- Learn effective questioning techniques and types and when to apply themÂ
- Use the GROW model for goal setting and problem solvingÂ
- Gain commitment and maintain will to achieve the coaching goalÂ
We use Zoom as our preferred platform.Â
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.Â
Our courses are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.Â
