coaching for service
DESCRIPTION
This is a presentation for the 2009 ASU Symposium on Service. "If people are to provide exceptional service they have to know what exceptional services feels like. You can\’t fake it. Coaching can encourage great service and demonstrate great service in the process."TRANSCRIPT
How Coaching Creates Service Experiences For Employees
Dean Newlund
2009 Compete Through Service Symposium
How Coaching Creates Service Experiences For Employees
Over 1/2 Said Their Careers are Stagnant
Not Now,
But Soon
Retention
Will be a
Real Issue.Real Issue.
HBR Study on Coaching.
Develop
capacities
of high
potential potential
managers
53%48%
40%
32%
23% 22%
McGovern, Fisher - Coaching ROI.
23% 22%
Coaching is More Than Giving
Feedback
The purpose of coaching is to
transform another person on their
path of achieving a goal or fulfilling a
purpose.purpose.
� Service experience
� Fosters engagement
Connects service to
Coaching
� Connects service to
life purpose
Providing A Service Experience to Clients
You Can’t Give
What you Don’t
HaveHave
Engagement is the key to
implementing change and gaining
commitment.commitment.
�I Matter
�I’m Understood
Service Experiences for Customers
and Coachees are Similar
�I’m Understood
�I’m Empowered
BehaviorService
Experience
Listening and being present I matter
Open ended questions &
Conveying understandingI’m understood
Conveying understandingI’m understood
For Customer Provide solutionI’m empowered
For Coachee Make requests
Being Head = I Matter
�Listening�Being Present�Being Present�No Inner Monologue
Good Questions = I’m Understood
� Open Ended Qs� Convey Understanding� Convey Understanding� Avoid Giving Answers
Clear Accountability= I’m Empowered
� Make Requests� Give Ownership� Give Ownership� Set High Expectations
75% advance
Interpersonal Skills
75%
80% terminated
Connecting
Service to
Life Life
Purpose
How can We Develop Coaching How can We Develop Coaching
for Service Culture?for Service Culture?
By Creating Service Experiences
with Our Employees.
� On the spot with Honeywell
� Interview Process with Marriott, UK
� Action Learning Projects with heath care
Coaching Opportunities
Action Learning Projects with heath care
company
� Coaching others to coach with AT&T
Thank You Competing Through Service
Symposium