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Chapter 5

Coach for Small Improvements

with
Anna Egan
Customer Experience Manager, A1 Air Conditioning & Heating
WHAT'S INSIDE?
Chapter 5
Coach for Small Improvements
Great service standards are ambitious and aspirational. Turning them from theory into action can seem daunting. But small improvements achieved daily can drive monumental compounding effects over time. 
In this chapter, we’ll investigate how to...

• Weave coaching into a long-term learning and development framework

• Lay a solid coaching foundation by translating ambitious service standards into bite-sized coaching chunks

• Unpack learning styles and discuss how to check whether frontline workers are taking coaching onboard

• Wow to cultivate a culture where people want to learn and grow

‍

Get the book
Chapter 5
How to set your service standards
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Great service standards are ambitious and aspirational. Turning them from theory into action can seem daunting. But small improvements achieved daily can drive monumental compounding effects over time. 
In this chapter, we’ll investigate how to...

• Weave coaching into a long-term learning and development framework

• Lay a solid coaching foundation by translating ambitious service standards into bite-sized coaching chunks

• Unpack learning styles and discuss how to check whether frontline workers are taking coaching onboard

• Wow to cultivate a culture where people want to learn and grow

‍

Get the book
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. It’s like climbing a ladder."
Anna Egan
Customer Experience Manager, A1 Air Conditioning & Heating
Learn more about
Anna Egan
Anna Egan has deep experiencedin the fields of customer experience, sales, coaching and training. Her product knowledge and project management expertise have seen her play a pivotal role in building high-performing teams for global organisations.
Say hi, connect with
Anna Egan
LinkedIn >
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Other contributors to this book
Chapter 6
"Frontline workers are an enviable resource for businesses..."
Devin Murphy
SVP of Operations, Barry's
View author >
Chapter 6
"Set key metrics and share performance results daily..."
Jerry Campbell
Director, Consumer Services Service Now
View author >
Chapter 3
"Cultivate a culture of learning and improvement..."
Joe Thornton
EVP/COO of HMS Host, former COO of Jamba Juice (also worked at Starbucks)
View author >
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