Coaching Services
One of the most highly effective approaches to reinforcing any training provided by cuStrategies is having Celeste onsite to coach your team members in “real life” member experiences. Your team members get to observe Celeste apply what they learned in the classroom with your members and then use the Coaching Engagement Form to write down what she specifically said or did that they liked. They also have to write down two things she could have done differently to make the member experience even better. Celeste will then shadow the employee and coach them up using the same techniques. This coaching approach takes learning to a whole new level! It also allows your managers and trainers to shadow Celeste to learn how they can effectively coach the team members in “real life” member experiences. Real life member experiences include, but are not limited to, the following:
- Member Services
- Tellers (front line and drive thru)
- New Accounts
- Call Center
- Outbound Calling
- Underwriting
- Loan Processors/Officers
- Collections Staff
- Outbound Calling
- Engaging members in conversations
- Creating optimum solutions versus being payment focused
- Business Development
- Cold Calling
- Outbound Calling
- Overcoming objections in real life opportunities
- Engaging decision makers in real life opportunities
Coaching tools, scripts, and reference tools are provided to enhance the coaching experience.