Jakarta International Customer Service Institute (JICSI)

Master Guide Customer Service 2025

Coaching Customer Service Skills

Program Pelatihan Coaching Customer Service bertujuan untuk mencapai tujuan-tujuan sebagai berikut:

  • Menciptakan lingkungan yang kondusif di dalam organisasi yang menjamin pembelajaran yang berkelanjutan
  • Membangun peningkatan keterampilan layanan pelanggan di setiap delegasi
  • Mengembangkan pemimpin tim dan manajer untuk menjadi pembina layanan pelanggan
  • Membangun hubungan saling percaya antara pembina dan juga tim
  • Menciptakan modul-modul layanan pelanggan yang bertujuan untuk mencapai tujuan bersama organisasi
  • Mengembangkan sistem dukungan pelanggan yang efisien
  • Menerapkan etika yang mengutamakan pelanggan
  • Membangun tim yang membantu untuk menumbuhkan loyalitas pelanggan.
Module 1 : Introduction to coaching skills
  • Role of coaches
  • Importance of coaching in customer service
  • Appreciating customer service dynamism
  • Managing and coaching – Find your balance!
  • Developing leadership approach
  • GROW coaching model: goal, reality, options, will
  • Coaching methods: job shadowing exchange, job rotation
Module 2 : Discussing essentials of coaching of customer service skills
  • Set customer service standards for beginners
  • Discuss customer service goals
  • Prepare your participants for outstanding service
Module 3 : Developing conducive coaching environment
  • Coaching process
  • Connecting with the trainees
  • Identifying problem areas
  • Timely review and feedback
Module 4 : Goal setting and assessing performance
  • Developing action of plan
  • Ensuring clarity of goals
  • Setting quality standards
  • Changing people’s behaviour
Module 5 : Dealing with dynamic and difficult customer situations
  • Keeping up-to-date with product information
  • Handling complaints
  • Dealing with angry customers
  • Not taking customer anger personally
Module 6 : Barriers to developing a trusting relationship
  • Creating accountability
  • Keeping a balance between the expectation of coach and coachee
  • Allowing for autonomy
Module 7 : Coaching with data
  • Working with feedback
  • Preparing tip sheets
  • Assessment and project
Module 8 : Working on communication skills
  • Developing patience and empathy
  • Importance of non-verbal communication
  • Listening skills
Module 9 : Challenges to coaching
  • Maintaining confidentiality
  • Recognizing conflict of interests
  • Managing resistance to change
  • Fear of criticism in trainees
Module 10 : Essential coaching analytical skills
  • Developing analytical thinking
  • Analysing learner’s shortcomings
  • Using analytical tools for decision making
Module 11 : Identifying challenges to delivering satisfying service
  • Empower and motivate participants
  • Customer service as per phase of the customer journey
  • Use of right tools to deliver service
  • Common challenges in customer service & how to overcome them
Module 12 : Developing customer-centric culture in a team
  • How to place your customer first!
  • Creating your customer mission statement
  • Guidance on attracting customers