Build and Sustain an Exceptional Service Culture
Fully support the implementation of MAGICŪ and reinforce MAGICŪ practices in a positive, developmental way. This highly experiential workshop teaches those who directly manage customer service representatives how to go beyond understanding MAGICŪ to being champions of it.
Course Objectives
- Develop a process that delivers consistent and exceptional service
- Create a support system for those who have learned MAGICŪ
- Prepare participants to guide, lead and mentor direct reports as they integrate MAGICŪ in their daily customer contacts
- Build a team of MAGICŪ coaches who will measure performance consistently and give constructive feedback that builds relationships
Who Should Attend
The MAGIC Coach program is suitable for customer service and call center trainers, supervisors, and managers. This program is applicable for managers of telephone-based and face-to-face MAGIC situations.
Benefits of the MAGIC Coach Program
This highly experiential workshop prepares participants to assume a leadership role in reinforcing and supporting a MAGICŪ culture. The four phases are:
- Modeling MAGICŪ practices: personal mastery
- Establishing the coaching relationship
- MAGICŪ performance: measurement and interpretation
- Coaching and sustaining individual MAGICŪ performance: the ongoing process
What You Will Learn
The MAGICŪ Coach Program encourages participants to approach their roles in new ways. Through audio and video recording and playback, participants receive valuable practice and feedback. Through this process they discover:
- The importance of modeling MAGICŪ skills and attitudes
- Increased credibility and competence in their own mastery of MAGICŪ
- An enhanced ability to inspire and support the development of their associates
- Ways to personally champion MAGICŪ behavior and align with the organization's commitment to delivering exceptional service
- How to create coaching relationships that allow associates to grow and flourish
Program Details
Two days for a maximum of six participants.
Contact Us to bring the MAGIC Coach Program to your company.