Build and Sustain an Exceptional Service Culture
Fully support the implementation of MAGIC
™ and reinforce MAGIC practices in a positive, developmental way. This highly experiential workshop teaches those who directly manage customer service representatives how to go beyond understanding MAGIC 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 MAGIC
- Prepare participants to guide, lead and mentor direct reports as they integrate MAGIC in their daily customer contacts
- Build a team of MAGIC 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 Coaching Program
This highly experiential workshop prepares participants to assume a leadership role in reinforcing and supporting a MAGIC culture. The four phases are:
- Modeling MAGIC practices: personal mastery
- Establishing the coaching relationship
- MAGIC performance: measurement and interpretation
- Coaching and sustaining individual MAGIC performance: the ongoing process
What You Will Learn
The MAGIC Coaching 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 MAGIC skills and attitudes
- Increased credibility and competence in their own mastery of MAGIC
- An enhanced ability to inspire and support the development of their associates
- Ways to personally champion MAGIC 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 Coaching Program to your company.