When coaching to build customer relationships, whether it be sales reps or customer service reps, there are a few key coaching questions you can work into a coaching session to boost an employee’s level of awareness and ultimately change behavior to consciously work to build relationship with customers.
Coach-to-Employee
Observe your employee’s interaction with a customer. When providing feedback, challenge your employee with the questions below to get him or her to focus on details and think outside the box.
- What did you learn about the client that you found interesting
- How will you use this information to deepen the relationship?
- What can we do together to deepen the client relationship?
Coach-to-Coach
Relationship Building is a Skill, but it’s also your choice! As a manager or leader, it is important to set the standard for your employees. If you want customer relationship building to be a priority then it is important that you commit to helping employees build their skills, boost their confidence, and create a realistic, measurable method of evaluation. Ask yourself the questions below to determine your level of commitment as well as degree to which you are achieving your goals.
- Are we saying relationship building is important or we are doing it?
- Can we quantify how we are doing it?
- Can we teach others?
