What’s the Difference Between Training and Coaching?

Most employees receive some type of training to perform their job duties, but a large number of employees never experience coaching.  What is the difference between training and coaching?

Training is process and procedure driven.  Training is specific to the job function; it is about how to do something.  We train people in how to use computer systems, complete paperwork, close a sale and answer the phone.  However, coaching is focused on helping individuals grow in their skills and knowledge in order to reach their full potential.  Coaching requires goal setting, individual observation and assessment, regularly scheduled reviews and time.  Coaching is a part of Servant Leadership.

In customer service, our number 1 tool for coaching a CSR is the recorded customer conversation audio.  Many representatives will need to get comfortable with how they sound, learn how to objectively assess themselves and get in the habit of setting an action plan for improvement. 

How to conduct an effective coaching session in under 15 minutes

• Print the scored evaluation.
• Print 2 copies of the script that relates to the recorded call.
• You and the CSR will use the script to evaluate the completion of skills with an X and those that are needing work with a
• Have the audio open and ready to play. Play the audio in pieces to focus on skills.  Play the greeting and the opening response or welcoming comment-then discuss. Play the audio until you hear information given, and back track to see if all the “above the red line” skills were completed.  Play the body of the call and discuss any specific information or procedures that apply to your district and the service. Play the closing of the conversation and discuss.
• Review which skills were completed and add some compliments and encouragement.
• Review which skills need work and then hand the CSR a copy of the scored call for review.
• Ask your CSR to decide on 3 things to work on and document those in the Tooty results site in the comments tab.
• Keep each person accountable to their personal action plan.

We are here to support and complement your in-house training and coaching efforts.

You can connect with me directly at: lori_miller@tootyinc.com .