Service Coaching: Inspiring Excellence in Service Performance
About This Course
This comprehensive 1-day course is designed for supervisors, team leaders, and aspiring leaders in service driven environments who are responsible for developing frontline staff. The course builds core coaching and mentoring capabilities to address service gaps, motivate individuals, and sustain positive behaviour change.
Participants will gain self-awareness of how their attitudes and coaching styles influence staff performance and service outcomes equipping them with coaching models that guide meaningful performance - equipping participants to coach others not just technical skills but on professionalism, empathy, respectful communication, and inclusive service behaviours.
Through guided practice and reflection, participants develop the confidence to deliver constructive feedback, manage resistance, and provide ongoing support that reinforces learning. Participants leave with a practical action plan to embed coaching and mentoring into daily supervision and strengthen consistent service excellence.
Participants will gain the ability to design individual development plans, track progress, and sustain behavioural change through motivation and accountability. With live simulations and hands-on exercises, participants will leave prepared to coach confidently, address service gaps, and inspire continuous improvement in customer interactions and team performance.
What You'll Learn
1. recognise the impact of supervisor attitude and coaching style on team behaviour and service outcomes.
2. apply a structured coaching approach (GROW model) to address service gaps and reinforce positive behaviours.
3. deliver constructive feedback and handle resistance or defensiveness in staff.
4. coach staff to treat all customers with respect and empathy, addressing bias and insensitive behaviour.
5. develop and implement an action plan to monitor, reinforce, and sustain improved service behaviours.
6. build ongoing support for coaching and behaviour change.
Entry Requirements
Basic digital literacy: use email and browse the internet
Basic reading and writing competency of English