On-The-Fly Coaching
Of all the coaching processes, strategies and tips that we have seen or introduced throughout our client base, this one tops them all. “On-The-Fly” coaching is unrivaled by other coaching techniques, even if your supervisors and floor managers are not great coaches at the outset.
Importance of Coaching in General
In other articles we have introduced the importance of investing at least one hour each day in proactive coaching on the center floor. During this time, a supervisor will have at least 5-10 coaching opportunities. Some observations may be extremely positive (e.g. the telephone associate made a sale using a technique endorsed by the supervisor). Some observations may be more critical (e.g. the supervisor overheard a telephone associate using slang with a caller). In general, most observations will have one or two positive points and one or two improvement opportunities. In all these cases, immediate coaching will reinforce the positives and eliminate the ineffective techniques. Read More »