Way to Go Team: Exceptional Customer Service and Outstanding Sales Are Facilitated in an Environment in Which Coaching and Mentoring Are an Integral Part of the Corporate Culture-And Not Simply a One-Time Training Event
Brown, Robert, ABA Bank Marketing
An effective way to achieve exceptional service quality is through a system in which managers continuously coach and mentor employees day after day, week after week. This type of culture can be accomplished throughout the organization only when a bank develops solid teams of both service-quality and sales coaches.
In this article, we will overview the coaching culture in two financial services institutions, touching on some of the key characteristics of their successful approaches.
In the past, ShoreBank employee satisfaction surveys revealed that many workers were leaving due to a poor relationship with their managers. The institution realized that it could not reduce turnover and increase job satisfaction until it created a "consistent and positive" relationship between managers and employees.
As a result, the bank committed itself to the development of a continuous service-quality and sales coaching and mentoring culture.
Jay Colker, vice president and manager, employee development, notes that, "Managers need some specific strategies to be successful and the organization needs a process to hold everyone accountable."
He adds, "Employees function best when expectations are clear and when managers take enough interest to pay attention to how employees are performing." …
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Publication information: Article title: Way to Go Team: Exceptional Customer Service and Outstanding Sales Are Facilitated in an Environment in Which Coaching and Mentoring Are an Integral Part of the Corporate Culture-And Not Simply a One-Time Training Event. Contributors: Brown, Robert - Author. Magazine title: ABA Bank Marketing. Volume: 38. Issue: 1 Publication date: January-February 2006. Page number: 24+. © 2009 Bank Marketing Assn. COPYRIGHT 2006 Gale Group.
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