Customer Service Coaching Training Course Outline

Customer Service Skills

Customer Service Coaching

2-Day Course l 100% HRDC Claimable

Course Introduction

The Customer Service Environment is a fast-paced,
performance-oriented, and where mistakes are punishable by customers
severely. Customer Service Managers are discovering coaching sessions
as an effective avenue for motivation, persuasion, knowledge, and skills
enhancement between superiors and subordinates.

This workshop is designed to develop the specific coaching techniques,
applications and requirements for the Customer Service Environment.

Learning Objectives

To understand the importance of coaching in the customer service
environment;
To appreciate what it takes to be a successful coach;
To know why, what and when to coach;
To plan and structure a coaching session;
To develop the right mindset and skill set to conduct coaching;
To learn to give positive and constructive feedback;
To successfully set and monitor individual development goals.

Training Modules

Module 1: The Importance of Coaching

Module 2: Developing Key Coaching Skills

Module 3: The Power of Performance and Behavior Feedback

Module 4: The Coaching Session Proper

Module 5: Turning Resistance to Positive Change

Module 6: Developing a Customer Service Behavior Coaching
Program

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Target Audience

For Team Leaders or Supervisors, Service Quality Professionals, Quality Monitoring Personnel, Customer Service Managers.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

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or Chat with us LIVE

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Customer Service Skills