Customer Service Coaching Card[1]

Customer Service Coaching Card MANAGER INSTRUCTIONS: 1. Observe one of your employee’s customer interactions. 2. Rate employee’s performance on each category listed below. 3. Ask employee how they think the interaction/s went. 4. Coach the employee, mixing praise with feedback as appropriate. 5. Indicate next steps (if necessary). 6. File coaching card in employee’s personnel file. OBSERVE Is employee ready for the customer experience? • Smile & Maintain eye contact • Tone of voice (friendly and welcoming) ⇒ Volume of speech (e.g., louder for patient with impaired hearing) ⇒ Rate of speech (match customer’s) ⇒ Clarity of speech • Body Language (open and inviting)

Employee Name: _________________________________________

Date: ________________________________

RATE

COACH

 Excellent!

•

Offer Praise

 Almost there!

•

Give Gentle Reminders

•

Ask Questions “How do you think that interaction went?” “Did you remember to _______?“ “What kept you from doing that?“ “What could you do differently next time?”

 Not meeting standard

1. Greet & Offer Assistance • Acknowledged customer immediately • Offered Assistance 2. Determine Needs • Asked the customer how he/she can assist him/her 3. Meet Needs • Did action meet customer’s need? • Used “Just Call Me” as needed 4. Close & Thank • Thanked the customer for their visit • Used customer’s name when applicable • Asked the customer for a return visit

 Yes (praise) Notes:  No (remind / ask questions)

Optional Next Steps

With whom?

ο ο ο ο

 Yes (praise)  No (remind / ask questions)  Yes (praise)  No (remind / ask questions)  Yes (praise)  No (remind / ask questions)

Management follow-up by when?

Shadow Top Performer Discuss Customer Service Approach Model Reassign Interacting with Customers training Other: _______________________________

File: Personnel File

Learning Services ‘08