Table of Contents:
- Introduction: the world of the customer service coach
- Thinking and acting like a coach
- Skills of the knock your socks off service coach
- "Welcome to the team!" coaching the new employee
- "Nice job, Charlene!" coaching for high performance
- "Can I help?" coaching on the run
- "Help! I'm stumped" coaching the unsure employee
- "This could be tricky" coaching for difficult duty
- "Great opportunity, Charlie!" coaching for special situations
- The coach's nasty nine
- "Can we talk?" peer coaching
- Recommended resources.
