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Coaching for Customer Service Excellence

Achieve customer service excellence through transformative coaching.

This course explores the skills, competencies, and behaviours to effectively coach service providers, enabling them to attain customer service excellence. By embracing The Guiding Principles as its foundation, this training equips leaders with an understanding of coaching techniques, empowering them to motivate and support their teams in delivering the best customer experience possible. Armed with these valuable skills, customer service coaches will elevate their teams' performance, fostering a culture of exceptional service that consistently surpasses customer expectations.

How You Will Benefit

  • Understand and apply the skills, behaviours and attributes to become the best coach you can be for your team
  • Adopt The Guiding Principles to enhance your effectiveness as a coach
  • Use the Three Pillars of Service Provider Competence to assess effectiveness and proficiency
  • Apply a 4-Step Coaching Model as well as a Coaching Conversation Framework to your service provider coaching sessions
  • Set yourself up for effective coaching by considering critical success factors
  • Establish expectations and reinforce the desired skills and behaviours for the team
  • Provide a framework for individual conversations about performance, barriers and challenges 
  • Support continuous improvement and builds confidence among the team in adapting to a service excellence mindset 
 

Who Should Attend

Team leaders who want to support and sustain customer service excellence through coaching.

This course is a companion to the Customer Service Excellence Program.

 

$499 Non Member Fee
$475 Member Fee
View our pricing options
  • Date
    Location
    Time

Do you need a different date or location? We offer Courses On Request.

$499 Non Member Fee
$475 Member Fee
View our pricing options
  • Date
    Location
    Time

Do you need a different date or location? We offer Courses On Request.

When colleagues learn together, everyone benefits!

Connect with an advisor to discuss delivering this course to your team.

2 Reviews 4 Star

Course Reviews

  • David J., Project Leader Mar 26, 2025

    Instructor was great, very knowledgeable and helpful.

  • Past Participant, Concierge Supervisor Mar 26, 2025

    I really enjoyed the course, the attendance size and the activities. The instructor, Anne, was great too. I do wish that it was maybe an hour or two longer. Alternatively, I wish the course material was a bit more revealing of tips and skills I have

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Frequently Asked Questions

 Our team completed customer service training, but service standards still vary from person to person. Is that the kind of gap Coaching for Customer Service Excellence is designed to address?

Yes. This coaching for customer service excellence course is built for the point where service expectations exist, but leaders need a better way to reinforce them consistently across the team. It helps managers turn customer service standards into ongoing coaching, clearer feedback, and more consistent follow-through.

 Why does customer service quality still feel uneven when leaders are giving feedback already?

Because feedback alone is not always enough. Service coaching becomes more effective when leaders can observe performance clearly, identify one meaningful strength and one priority improvement area, reach agreement with the employee, and support progress over time. That is where this customer service coaching program adds value. 

 How is Coaching for Customer Service Excellence different from Customer Service Excellence Program?

Customer Service Excellence Program is designed for employees delivering the service. Coaching for Customer Service Excellence is for managers and team leaders who need to coach those service providers, strengthen consistency, and sustain customer service excellence after the initial training. The two courses are connected, but they solve different problems.

 When is the right time to take Coaching for Customer Service Excellence?

This course makes the most sense after, or alongside, Customer Service Excellence Program when managers need to reinforce the service skills and behaviours their team is expected to use. It is especially useful when leaders want a more consistent way to coach performance after the team has already been introduced to the core customer service model.

 What makes customer service coaching stick instead of fading after one conversation?

Customer service coaching works best when it becomes an ongoing management practice, not a one-time discussion. This coaching for customer service course helps leaders think beyond the individual conversation to cadence, consistency, follow-up, and the conditions that keep coaching active over time.

 Does this course only apply to teams serving external customers?

This customer service coaching training is relevant for teams serving external customers, internal partners, or both. The same service expectations still apply when people rely on your team for responsiveness, clarity, ownership, and ease of support.

 Does Coaching for Customer Service Excellence give leaders a usable coaching structure, or is it mostly general coaching advice?

It gives leaders a practical structure they can use right away. The coaching course is built around a four-step coaching model that helps managers gather performance data, share observations, agree on the focus, plan for results, and provide follow-up and support.

 What does the course teach leaders to look for when assessing customer service performance?

It gives leaders a broader lens for coaching customer service performance. Managers learn to assess not only service behaviours, but also organizational knowledge, business acumen, and how well employees understand the customer’s situation and needs.

 Will participants apply the coaching model to one of their own team situations during the course?

Yes. The coaching course is designed to help leaders prepare for and practise coaching conversations using one of their own real service provider situations. That makes the learning easier to carry back into day-to-day leadership.
 

 What practical tools or takeaways do participants leave with?

Participants leave with practical coaching tools they can use after the course, including a coaching conversation planner, a structured coaching model, a customer service competency lens, and action-planning support to help sustain coaching efforts over time.
 

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