Coaching the service teams is quite unique as compared to the coaching of salespeople and business development professionals. Here the primary focus is on going beyond numbers and working on some timeless qualities required for delivering exceptional The personality and mental orientation of the service folks is quite different. Generally, service mindset is quite focussed on problem-solving and also accomplishing the immediate need of the buyers.
Coaching service personnel requires a specific set of traits that align with the distinct mindset and responsibilities of the service teams. Here are five traits that are crucial for a Service Excellence Coach:
1. Empathy: Service personnel often deal with customers who may be frustrated, confused, or upset. An effective coach needs to understand and share the feelings of their team members and customers, creating a supportive and empathetic environment. The coach might have to develop the abilities of the service team to deal with external and internal pressures.
2. Active Listening: Service personnel need to be excellent listeners to truly understand customer needs and concerns. A coach must model and teach active listening skills, which involve giving full attention, clarifying doubts, and responding appropriately.
3. Problem-Solving Skills: Service excellence often involves quick thinking and creative problem-solving to address customer issues promptly. A coach should possess strong problem-solving skills and guide their team members in developing these skills. A good balance of critical and creative thinking is needed in most conflicting situations.
4. Adaptability: Service environments can be unpredictable, requiring personnel to adapt to various situations and customer personalities. A coach should be adaptable and help their team members learn how to adjust and thrive in dynamic settings. Flexibility and firmness both are needed to build a highly responsive service team culture.
5. Customer-Centric Mindset: Service personnel are focused on fulfilling customer needs and delivering exceptional experiences. A coach must emphasize the importance of putting the customer first, instilling a customer-centric approach in their team.
It’s important to note that while these traits are essential, effective coaching also involves tailoring the approach to the individual needs and personalities of the service personnel being coached. Each team member may have unique strengths and areas for improvement, so a skilled coach will be flexible and supportive in their guidance.
To sum up, one could remember the statement made by Jan Carlzon :
“Excellence doesn’t mean we have to be 100% better in any one thing: it means we strive to be 1% better in 100 things”
Jan Carlzon
And this is quite close to the Kaizen approach, the core philosophy of continuous improvement.
Check out our work in the field of developing service teams in B2B and B2C businesses. Groval Euler’s programs on Service Excellence – For the coaching and training of service teams: https://grovaleulers.com/service-excellence-training-and-coaching/