When I do individual call coaching, I always try to make a practice of going to get the CSR and escort them back to the coaching room rather than calling them and asking them to join me in the coaching room. It’s a small thing, but there are several reasons I do this:
- Making the CSR come to me while I’m sitting there waiting feels a bit like a power trip to me. Many CSRs are uncomfortable enough with the coaching session, they don’t need me adding any more anxiety to the equation.
- Going to their desks and escorting the CSRs allows me to set the tone for our conversation (hint: the same way I’m going to coach them to do with the customer), greet them with a smile, and make some pleasant conversation on the walk back. I sometimes find that I can diffuse a lot of anxiety just by joking around on that short walk to the coaching room.
- Often, I learn a lot about the CSR on that walk. I may find out their mood, what kind of frustration they are dealing with, or their feelings towards the coaching session. This gives me a few moments to think how I might want to alter my approach for the session.
- Plus, it lets me stretch my legs and get the blood pumping. That short walk can do a world of good for my energy level!