Chapter 10

The Follow-Up Coach

What’s in This Chapter

• Develop a communication plan for the workshop(s)

• Harness managers’ critical access to learners

• Connect service standards and organizational metrics

• Focus on action plans created in the workshops

• Align workshops with additional learning opportunities

• Create an environment of encouragement

Although the term follow-up seems to imply that it happens after the workshops, it actually needs to be planned and developed before. And you may need to recalibrate your definitions of when a workshop starts and ends. To be most effective, a workshop starts well before the participants arrive and ...

Get Customer Service Training now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.