Coaching for Service Performance – A certificate

Crafting professionals in customer excellence

The Coaching for Service Performance certificate is a transformative learning experience designed to empower participants with effective coaching techniques tailored specifically for enhancing customer service environments.

This program combines theoretical foundations with practical applications, making it ideal for individuals new to coaching or those seeking to refine their skills.

Participants will dive into the essentials of coaching styles, the GROW framework, and the nuanced use of coaching language and philosophy. 

This course can be taken exclusively for your organisation only (either virtually or physically) or booked via our scheduled open courses which are available to all members.   

Enquire here
Our scheduled courses:
Practical and interactive session
Individual feedback
Networking opportunity
Useful tips and insights
Delivered by Institute experts
Finish with a certificate
Apply learning via work-based assignment

Gain insight with diverse perspectives, sharing best practice and networking opportunities. Book a place today by clicking on the button below: 

Book here

Delivery:

Online and in-person

Level:

Certificate

Duration:

2 days

Audience:

Frontline employees, managers, HODs

Our members who have undertaken this course include:
Course content:

This immersive and interactive two-day program is structured to enable participants to develop a deeper understanding of how to articulate and leverage the benefits of coaching, but also equipped to drive significant service improvements. The course emphasises the development of a personal coaching style, mastery of motivational techniques and the application of effective questioning strategies to resolve problems and set actionable goals. 

Understanding the role of the coach

Coaching language and philosophy

| Day 1
  • Coaching foundations 
  • Coaching styles 
  • Coaching language and philosophy
  • Coaching practice 

Overcoming barriers to coaching

Adapting your coaching style and language

| Day 2
  • The GROW Framework 
  • Continuing professional development 
Customer Service Essentials - Key outcomes
What you will achieve:
  • Articulate and understand the benefits associated with coaching 
  • Use coaching to drive service improvement 
  • Understand how motivation and emotional intelligence relates to coaching 
  • Learn effective questioning techniques and types and when to apply them 
  • Use the GROW model for goal setting and problem solving 
  • Gain commitment and maintain will to achieve the coaching goal 
6500
professional qualifications undertaken through the Academy
18000
professionals trained via our workshops & courses
10000
certificates issued via our TrainingMark accreditation
What our members have to say about this course:

“A fascinating and genuinely interesting course. I have walked away much happier and confident in my customer service skills, as well as being able to reinforce my positive habits, and address the approaches that do not serve a purpose, or could hinder the quality of my service.”

– Laithwaites –

“For someone who has not done this before, I found the course very useful and I feel I have come away with more knowledge, confidence and skills to allow me to succesfully coach my staff. The course itself was ran well with a friendly instructor.”

– Pulsant –

“The course was a real eye opener for me. I had realised that I was probably doing more mentoring rather than coaching. This workshop really outlined the differences which will be great for personal growth as a coach.

– Diligenta –

“I loved this course from the Institute of Customer Service. Being able to step back and reflect, take on new content, hints and tips and knowledge. Having space to think about who I am right now in terms of coaching for service excellence has been a truly amazing experience.

– Sky –
Frequently asked questions

We use Zoom as our preferred platform. 

A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.

An Academy Learning & Development Consultant. You can see who our experts are here.

Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom. 

Our courses are only open to members – find out more about becoming a member here.

There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject. 

For further information, check out the below:
Training
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