Introduction
The World of the Customer Service Coach
“Coaching subordinates isn’t an addition to a manager’s job; it’s an integral part of it.”
—George S. Odiorne
The questioner was a very successful, award-winning life and casualty insurance general agent, well known in South Georgia as a good boss and a good developer of people. And his question at the seminar was an insightful, right-on-the-money probe.
“I was walking through the office the other day and heard one of my people on the phone hassling with an old, long-time customer. When she hung up, I sat down and told her I’d heard the end of her conversation, and asked if I could help. We went through the whole scenario, and I talked her through how she might have asked a different question ...
Get Coaching Knock Your Socks Off Service now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
