Coaching Customer Service Skills Training 2025 – Jakarta International Customer Service Institute (JICSI)

Coaching Customer Service Skills Training

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Topic Training :

Coaching Customer Service Skills Training
Coaching Skills for Manager & Supervisor Training
Servant Leadership
Digital Leadership Training – Leading in the Digital Age
Team Leader Training Course
Coaching Customer Service Skills Training
Coaching Customer Service Skills Training
Coaching Customer Service Skills Training
Coaching Customer Service Skills Training
Coaching Customer Service Skills Training
Coaching Customer Service Skills Training
Coaching Customer Service Skills Training

Siapa saja yang mengikuti pelatihan ini?

Team leaders
Managers
Sales executives
Supervisors
Marketing heads
Entrepreneurs
Start-up founders

Gambaran Umum Program

Customer service excellence is being recognised as the holy grail of sales. Competent customer service helps in cultivating a pleasant customer experience. Positive recurring customer experience, in turn, generates customer satisfaction and loyalty towards the brand. It is well known that customer service professionals are the first to interact with prospective customers. Their interaction, attitude, and approach towards customers can make or break a business and its reputation. Thus, it becomes very critical for an organisation to have a well-trained customer service staff. It does not suffice to merely have a workforce that is dedicated and hardworking. The customer service team must know how to turn this dedication and knowledge to the organisation’s advantage. This is where the need for coaching customer service skills arises.

Who is a customer service coach ? experienced and established person of the industry, most certainly. He or she understands various subtleties and nuances of customer service. They are needed to educate beginners in the field of customer service. Such a coach would equip them with the tools of the fundamentals of customer service. The need for coaching also arises for representatives who have been working in customer service for a while but have not been up to date with the latest changes and developments. In such cases, coaching helps them in improving their skills and getting back on track. The need for a dynamic and experienced expert for coaching is actively felt by organisations looking to sharpen their workforce. This coach is often found within the organisation itself in the form of team leaders, supervisors, or managers. However, to train others a coach often needs to be assimilated to the needs of the trainees.

What are the techniques of coaching ? How can the coach build a trusting relationship with the trainees? How to ensure proper goal setting with adequate quality standards for customer dealing? How to establish a solution-centric environment among the team? How to guarantee continuous learning? How to train the representatives for challenges regarding customer service? How to assess the skills of representatives to identify problem areas and areas that need improvement? These are only some of the obstacles faced by coaches when training professionals for customer service. An organisation that seeks to exceed customer expectations needs to prioritize regular coaching of customer service staff. Regular coaching keeps customer service representatives abreast of the latest knowledge and prevents dulling of customer service skills. The need for an efficient coach is often pressing for the organisation and cannot be neglected.

Even if the organisation is keen to provide training to its customer service staff, it is faced with a lack of skilled leadership. To combat these issues, We introduced this compact and effective ‘Coaching customer service skills training program’. The program has been created for coaches, team leaders, managers, supervisors, or professionals who have been charged with the task of coaching the customer skills within the staff. The course provides an analysis as to how different trainees have different needs and how their specific behaviour can be changed. The course will reaffirm the basics of customer service, inculcate the culture of idea sharing, team development, goal setting of the representatives, develop an action plan for future growth, and so on. Correct coaching of leaders and a well-organised coaching program can prove to be the foundation of robust customer service if done rightly.

Tujuan Pelatihan

Coaching customer service skills training program aims to achieve the following objectives :

Inculcate such a conducive environment within the organisation that ensures continuous learning
Build an improvement of the customer service skills of each delegate
Evolve team leaders and managers to coaches of customer service
Build a trusting relationship between the coach and their team
Create modules in customer service aimed towards a common achievement of organisational goals
Develop an efficient customer support system
Curate ethics that prioritize the customer
Build teams that aid in cultivating customer loyalty

Metodologi Penelitian

Interactive sessions and lectures
Presentations
Management games
Role-playing/modelling
Case studies
Group discussions
Problem-solving sessions

Manfaat Bagi Organisasi

Successful completion of the training program shall benefit the organisation in the following ways:

Regular coaching will ensure that customer service staff is providing the most efficient and relevant service to its customers
Have the customer service team keep up with the latest trends of the market
Develop a dynamic sales force that understands different ways to deal with difficult customer situations
Polish skills of the existing team leaders and managers
Develop efficient goal-setting criteria that would meet the benchmark of quality
Develop a functional feedback and monitoring system through which leaders and managers can constantly review upcoming challenges and issues
This training will result in better employee engagement

Manfaat Untuk Pribadi

Successful completion of the training program shall benefit participants at a personal level in the following ways:

Coaches shall receive a fact-based and honest feedback system from representatives who will help them improve their coaching skills
Caches shall be able to appreciate that every representative has a different understanding ground
Coaches will learn how to tackle different personalities in an effective manner
Enhance better decision-making skills and develop quick thinking to tackle challenging situations
Participants will gain deeper insight into the internal as well as the external operational environment
Participants will better their understanding of the firm which will help them advance in their careers

apa saja yang akan di bahas dalam pelatihan ini ?

Modul 1 : Introduction to coaching skills
Modul 2 : Discussing essentials of coaching of customer service skills
Modul 3 : Developing conducive coaching environment
Moudul 4 : Goal setting and assessing performance
Modul 5 : Dealing with dynamic and difficult customer situations
Modul 6 : Barriers to developing a trusting relationship
Modul 7 : Coaching with data
Modul 8 : Working on communication skills
Modul 9 : Challenges to coaching
Modul 10 : Essential coaching analytical skills
Module 11 : Identifying challenges to delivering satisfying service
Modul 12 : Developing customer-centric culture in a team