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According to Webster’s Dictionary: manager - a person who conducts business or households coach - one who instructs or trains a team A manager achieves day-to-day results, often relying heavily on himself or herself to figure everything out. The manager who knows how to coach helps his staff develop the skills and talents to support the overall mission of not just that manager but in the bigger picture, of the company. Giving supervisors and managers the skills to be effective coaches for customer service reps and all other employees who would benefit from that approach is critical to decreasing employee turnover, increasing employee morale and exceeding customers’ expectations for service. Check out this link for ideas on improving the coaching skills of your management team: http://www.energypulse.net/centers/article/article_display.cfm?a_id=298 Here are just a few excerpts from the article: Give managers the tools for the job. Ineffective management and processes is one of the most common reasons for people leaving a company.It starts at the top. Coaching isn’t confined to middle management. The concept of coaching for success must start at the very top of the company.Recognize players on the team. Good coaches don’t stand on the sideline and only speak when the play goes wrong. They shout encouragement day in and day out.Acknowledge those small improvements. Good coaches also look for the small things that individuals can improve.Employees are in the trenches every day. They know what works well and what doesn’t. Keep them involved, share the numbers with them and let them know what it costs to run your company. A manager with strong capabilities can be invaluable in retaining and motivating your employees and helping them develop their skills. MEASURE-X 888-644-5499 www.measure-x.com The Customer Service Training Experts! |
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