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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.
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Other contributors to this book
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 >
Chapter 2
"Connect service standards and goals..."
Jeremy Hyde
Director, Customer Service Sun Country Airlines
View author >
Chapter 6
"Demystify corporate purpose and performance..."
Cheryl DeSantis
Chief People and Diversity Officer, SmileDirectClub
View author >