Discover the secret sauce for supercharging your team's customer service performance with our latest podcast episode featuring a guest expert on coaching automation. Through an engaging case study, we shine a spotlight on a 24-week program that transformed the way a client's team approached customer service, armed with tools like PowToon and Active Campaign. Get ready to take notes as we unveil a three-step process that guarantees relevance, automation, and validation of learning through dynamic assessments, ensuring your team isn't just going through the motions but truly leveling up their skills.
Our conversation delves into the crucial aspects of creating content that resonates, setting up a seamless automation system, and implementing a learning validation strategy that goes beyond traditional LMS reports. As our guest walks us through the intricacies of this approach, you'll learn how to incorporate coaching questions into assessments that not only gauge retention but also provide ongoing guidance for your team. It's a masterclass in enhancing team capabilities and embracing the future of coaching technology, making this episode a must-listen for anyone eager to lead their team to new heights in customer service excellence.
Take our coaching automation course and receive two one and one coaching sessions speaking directly to your coaching automation development needs. After the course we will provide you two one-on-one coaching sessions so we can help you apply coaching automation to your training and learning development needs.
We have created a NEW service called Coach 2 YOU where leaders can assist short targeted 7 to 21 day programs to coach their employees without ANY of their own time to truly partner and assist in the coaching process. Get more info here: https://form.jotform.com/233504052497051
Check out my profile and under "Featured" we are now providing a Free Coaching course "6StepstoBuildaHighPerformingCoachingCulture" and asking for people who register to help share through our new system!
Checkitout: https://lnkd.in/d6-3u382
FreeCourseAccess: https://lnkd.in/dHAStBEM
Speaker 1:
Recently, we've been talking a lot about coaching automation. Now coaching automation is about automating the delivery of coaching. It's about automating the delivery of content, and I think about a three-step process to building out coaching automation. Let's start with the end in mind. Let's say you're a leader of a team and you want your team to deliver better customer service. Now, recently we just did this for a client. We delivered a coaching workshop on customer service. We worked with the leaders and now we want to reinforce that workshop. We created a 24-week reinforcement program. Now what we did is we created content, private labeled to the client. We used a tool called PowToon. It's animated, it's fun and what we built and I want everyone to really hear this we actually did a SWOT analysis inside the workshop and the client was sharing with us strength, weaknesses, opportunities and threats, and what we did is we took that content and we put it into the 24-week reinforcement program. What was really interesting about it is the content is all private labeled. It looked like the client built the content and what their people are going to do, and have done, is go into a landing page, put in their name and email address and they're done. The leaders are done their name and email address, and they're done. The leaders are done. The next 24 weeks, they're going to get lessons on what they said they need to address, and what we're doing is we're starting with the end in mind. Who's a customer that you wowed? Who's a customer that was angry that you won over? Who's a customer that we need to reinvest in? And so the three-step process is the following have content that is germane and pertinent to the needs of the people receiving it.
Speaker 1:
Number two set up automation. There are a variety of automation tools out there. We happen to use something called Active Campaign. Now. The last thing is something called learning validation. Look, I use an LMS platform. I am not against an LMS platform, yet what always drove me nuts is when clients would say hey, tim, give me a report, I want to find out where my people are at, and I could send a report, and 10 out of 10 people are at 100%. That does not mean that they learn, though, so what we've come up with in our coaching automation system is every four weeks, we insert a link to an assessment. The client gets a public URL. As the results come in, they will see what people are thinking, what they're learning who they're talking to, what customers they went over in this particular case study. So, again, you want to have content that is germane to the situation. You want it to resonate with the learner.
Speaker 1:
Number two you have to set up that automation Now. In our case, every Monday we people in that customer service team are going to get a lesson. The lessons are about two to four minutes in length. Then the learning validation. The learning validation is an assessment tool where we ask coaching questions what are you learning about yourself? Where have you raised your customer service game? What do you need to still improve? What help do you need from management? So when we go through our learning validation process, not only are we ascertaining what people learned, what we're also doing is coaching, because many of the questions are coaching questions. So this is a typical example of a coaching automation case study.
Speaker 1:
Now we're doing this very specific. This is not canned. Now we have a product line called Coach to you. We have things like becoming a better active listener, seven days. Becoming a great teammate, seven days to a positive attitude, seven days to finding your motivation. And we have these seven to 30-day programs specific to very common workplace situations that leaders deal with teams who, teams who are lacking motivation, lacking teamwork, lacking active listening, lacking communication. We have built, for lack of a better description, commercial, productized titles. Yet we also customize for clients.
Speaker 1:
Here's why I share this with you At the end of this post. I hope you see a link. Take our coaching automation course. We actually walk you through step-by-step how to set up coaching automation. This is not artificial intelligence, and I've said it a million times, I love artificial intelligence. We have our own tool that does that. What I would share with you is that this allows us to constantly be coaching, constantly fueling the minds of our people, constantly asking questions while saving the leader's time, while not interrupting the employee's normal workflow. So you want to keep those lessons about three to five minutes maximum in length. Now you can increase the frequency, like Monday, wednesday, friday. In this particular case study, we just happen to do it weekly. So I hope this helps. Let us know your thoughts. I'm telling you coaching automation is a big missing piece and I should also point out if you wanna reinforce your training, coaching automation is a perfect solution.