CSM Magazine

MARCH 14, 2025

Effective customer service coaching is essentialnot just to ensure your team meets customer expectations but to help them exceed them. Coaching your team to deliver outstanding service requires more than just providing feedback or hosting training sessions. Hold weekly one-on-one coaching sessions to provide personalized feedback.

Coaching 52

Coaching Customer Service Construction Feedback 52

CSM Magazine

MARCH 19, 2025

Coaching hasbecome a powerful resource for individuals hoping to grow in their leadership. This post considers how coaching can help people achievetheir leadership goals. What IsLeadership Coaching? Leadership coaching, as offered by Glenn Gow Coaching , is personalized according to the person and their goals.

Coaching 52

Coaching Engineering Personalization Feedback 52

MiaRec

DECEMBER 23, 2024

They are the ones that, given the chance and good coaching, would improve their performance. Instead, they rarely got individualized coaching suggestions, resulting in stagnation of their performance, frustration, and eventually their leaving.

Coaching 59

Coaching Contact Center Sales Feedback 59

ShepHyken

JANUARY 27, 2021

I was watching the TV series Ted Lasso , which is about a professional soccer team that gets a new coach who has never played soccer before. He also tells them that he doesn’t have to play soccer to be a good coach. Coach Lasso’s advice to his player after that bad play was to be a goldfish. Actually, it was a fish: a goldfish.

Coaching 370

Coaching Customer Support Customer Service Marketing 370

ShepHyken

MARCH 8, 2021

16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. Happier employees will mean happier customers.

Airlines 369

Airlines Customer Service Coaching Surveys 369

ShepHyken

MAY 19, 2021

My friend and amazing coach at The Strategic Coach , Lee Brower, likes to start BIG, where BIG is an acronym that stands for Begin In Gratitude. We have clients that have been doing this exercise for years. Because it works! There are many other rituals that get people in alignment and ready for a meeting.

Customer Service 372

Customer Service Coaching 372

ShepHyken

AUGUST 31, 2021

Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. ” About: Dan Gingiss is an international keynote speaker and coach. The Experience Maker. Creating Consistent Exceptional Customer Experiences. They discuss how to create experiences that customers want to talk about.

Coaching 377

Coaching Marketing Customer Care Customer Experience 377

ShepHyken

JANUARY 22, 2020

That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. I’ve learned a lot over the years by attending his workshops and coaching sessions. “There are two kinds of people: Batteries Included and Batteries Not Included.”. If you’ve been following my work, you’ll probably recognize his name.

Coaching 375

Coaching Personalization Sales Customer Service 375

SQM Group

JUNE 10, 2025

Learn More Rewards & Recognition Agent Self-Coaching CX Benchmarking Agent Self-Training Business Case my.SQM™ vs. Competitors Research Research Contact Center Research SQM can measure, track, benchmark, and identify improvement opportunities in your customer service, FCR, NPS, Csat, CX, and employee engagement metrics.

First call resolution 102

First call resolution Benchmark Scripts Coaching 102

ShepHyken

APRIL 8, 2020

My good friend and speech coach, Patricia Fripp —who happens to be the top speaking coach on the planet to professional speakers and executives—shared a great story about how one business got creative to get the inside scoop on what their customers were saying about them.

Coaching 318

Coaching Feedback Customer effort Surveys 318

ShepHyken

JULY 7, 2020

Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. About: Patricia Fripp , CSP, CPAE is an award-winning, Hall of Fame keynote speaker and speech coach. The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward.

Coaching 331

Coaching Customer Service Personalization Customer Experience 331

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. I’m in the coaching space so let me dive into what a 10x customer onboarding process may feel like. Michael Becker is the founder of the growth agency for coaches, Abundance Accelerators.

Coaching 345

Coaching Customer centricity Accountability Feedback 345

Contact Center Pipeline

OCTOBER 6, 2021

Over the past decade of providing call center coaching and training, my observation has been that trainees will recall a story I’ve told or an example provided in a story format versus any […]. Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

Contact Center 257

Contact Center Coaching Call Center 257

Myra Golden Media

FEBRUARY 18, 2021

I took the questions customers would ask at the end of the call and coached agents to proactively answer THOSE questions before customers had a chance to ask. Turns out, it was the end of the call where they lost control. It didn’t take long to solve this call control problem. That single change changed everything.

Coaching 317

Coaching Customer Experience 317

ShepHyken

SEPTEMBER 16, 2020

He wasn’t talking about upgrading a coach seat on a plane to a first-class seat. He said, “What’s interesting is that better service is correlated to a higher willingness for the customer to pay, but that doesn’t mean that a business has to spend more on CS to get these results.”. It’s the same for certain aspects of customer service.

Customer Service 426

Customer Service Coaching Technology Customer Care 426

ShepHyken

MARCH 10, 2021

If any part of the team isn’t in alignment with the customer service vision, be it an individual or a department – or even an entire region for larger companies – they need to be coached and properly trained. Everybody needs to be headed in the same direction and delivering a certain level of service to both internal and external customers.

Coaching 401

Coaching Customer Service Personalization Management 401

ShepHyken

OCTOBER 17, 2023

And that kind of curiosity shows up in the questions they ask. Here’s another quote for you to ponder, and this one is from Dan Sullivan , founder of the Strategic Coach program. A good customer service rep, salesperson, or anyone interacting with a customer should be curious. In other words, be curious.

Coaching 378

Coaching Customer Service Customer Experience 378

AWS Machine Learning

OCTOBER 16, 2024

The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes. This capability enables call quality agents to delve deeper into call components, facilitating targeted agent coaching opportunities.

Customer Service 88

Customer Service Scripts Coaching Finance 88

ShepHyken

MAY 25, 2021

You can coach people on the technical aspects of the job. Everybody has customer service. You can win by focusing on creating customer connections and building relationships with your customers at a higher level than others. But, having empathy is something one just has or doesn’t have. Customer service starts with leadership.

Coaching 74

Coaching Customer Service Personalization Customer Experience 74

ShepHyken

DECEMBER 9, 2020

Addressing the individual responsible for the complaint is a teaching and coaching opportunity for that specific employee. There will be some complaints that are directed to an individual because of a poor attitude. That is not the type of negative review you share with the team.

Coaching 378

Coaching Surveys Customer Service 378

Customer Think

MAY 9, 2025

With so many responsibilities, sales coaching is can regrettably be seen as “nice-to-have” rather than a strategic priority. And yet research consistently shows that effective […]

B2B 45

B2B Coaching Sales Management 45

Beyond Philosophy

NOVEMBER 15, 2018

For example, have you ever seen a Chanel or Coach bag that has big logos all over it? Those are the bags targeted toward the consumer participating in Conspicuous Consumption, meaning the purchaser wants everyone to know it is a bag from Chanel or Coach. However, after that, the branding elements get smaller and smaller.

Construction 370

Construction Coaching Customer Experience 370

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., The leader of a truly effective team is like the coach of a professional sports team. I recognize that they all have good leadership.

Customer centricity 282

Customer centricity Coaching Finance Customer Service 282

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. So, what does this have to do with business, specifically customer service and CX?

Customer Service 366

Customer Service Coaching Customer Experience Management 366

3CLogic

DECEMBER 17, 2024

Investments in EX, including AI Coaching, real-time feedback, etc., AI Coaching empowers agents with in-the-moment feedback, encouraging and discouraging behaviors as they happen. These solutions are setting new benchmarks for customer satisfaction by empowering organizations to solve more issues faster at a lower cost.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Call Design

MAY 27, 2025

Built-in support for new RTAs, including coaching and mentoring. Cancelling meetings, shifting schedules and rebooking coaching sessions. If queues are quiet, it can automatically deliver coaching or training without needing to reschedule anything manually. A stronger pipeline of future leaders with real operational exposure.

Coaching 78

Coaching Consulting Consulting Engineering 78

CCNG

AUGUST 14, 2024

It was also important that the agent could demonstrate an aptitude for coaching and improvement. This approach highlighted a crucial aspect of hiring call center agents: the importance of hearing them read a script and testing their ability to be coached for improvement.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

ShepHyken

APRIL 22, 2020

We lead, coach and teach. It stuck with me throughout my employment at the gas station—and the rest of my life. The point of all of this is that leaders and managers must model how we want our teams to behave. Help everyone understand what it’s like to have a detail-oriented mindset.

Management 346

Management Coaching Customer Service Customer Experience 346

Beyond Philosophy

MAY 25, 2022

As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

Contact Center 370

Contact Center Consulting Consulting Coaching 370

Outsource Consultants

JUNE 5, 2025

Valence AI—a platform designed to decode emotion from voice, helping BPOs coach agents, improve outcomes, and scale empathy. Our models pick up those nuanced signals—things even humans miss—and coach agents in real time.” Agents now get guided, unbiased coaching during the call—not weeks later. The result? You need to hear it.

Contact Center 67

Contact Center Interactive Voice Response Coaching outsourcing 67