Sandra\u2019s business started out great with lots of customers interested in her place, and lots of compliments on her product. \u00a0Then, after a few months she noticed business was dropping off. She started leaving comment cards at the front desk and sending out survey emails. \u00a0Sandra noticed a disturbing pattern: the customers all complained about the service in her establishment. Some said they felt ignored, others said the representatives had an agenda regardless of the customer\u2019s specific needs.\u00a0 Still others said they were turned off by the laziness and complaints about the work environment from the representatives.<\/p>\n
Sandra realized the importance of addressing this situation immediately. She started reading information on customer service training. \u00a0She realized that employee engagement was essential and one option addressed all of her concerns: group coaching. \u00a0She hired a professional to come in and coach her employees as a group. \u00a0Group coaching gave her employees ownership of the goals and process, cohesiveness as a team, and satisfaction in their work. Sandra also decided to become a Certified Professional Coach<\/a> to obtain the skills herself for long-term growth and success.<\/p>\n What was the result?\u00a0 At first, her employees were skeptical and felt they were wasting time. \u00a0After the first session they realized they were being given control in the process and decision making of customer service. \u00a0Sandra\u2019s employees are now very happy to be part of the success of her business. They enjoy helping customers and celebrate the success of the business as a team.<\/p>\n