Coach for Service Performance (16 hrs) by MDIS

• Recognise the role of a coach in coaching for service performance
• Prepare coaching plan for individuals to address service performance issues
• Demonstrate the use of coaching techniques to address service performance issues
• Monitor progress of individual for improvements in service performance

Recognise the role of a coach in coaching for service performance

• Know the roles and characteristics of a coach
• Establish individual’s (coachee’s) role in service delivery so as to coach the individual to improve service performance

Prepare coaching plan for individuals to address service performance issues

• Apply appropriate method to identify the coaching needs or areas of improvement of an individual
• Formulate a coaching plan for service performance improvement to demonstrate understanding of the components of coaching plan

Demonstrate the use of coaching techniques to address service performance issues

• Demonstrate the techniques for coaching
• Apply suitable coaching styles with considerations to the coaching platform, coachee’s individual learning styles and barriers to learning
• Apply appropriate methods to overcome individual’s barrier to learning

Monitor progress of individual for improvements in service performance

• Apply suitable methods to monitor progress of the individual under the period of coaching
• Provide feedback to individual on service performance in a constructive and supportive manner

Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, videos, and case studies.

This course is suitable for call centre supervisors, crew / section / team leaders, assistant store managers, and supervisors.