Customer Service Skills
Service Quality Coaching for Team Leaders
This practical course develops directly applicable capability in Service Quality Coaching for Team Leaders. Participants work in depth on Service Quality Framework, and Interaction Evaluation, and Calibration, then convert the methods into tools and actions suited to their workplace.
Objectives
- Apply the principles and methods of service quality framework in a workplace context.
- Apply the principles and methods of interaction evaluation in a workplace context.
- Apply the principles and methods of calibration in a workplace context.
- Apply the principles and methods of coaching diagnosis in a workplace context.
- Apply the principles and methods of quality coaching conversation in a workplace context.
- Apply the principles and methods of quality improvement system in a workplace context.
Target audience
- Professionals responsible for the subject area
- Managers and supervisors
- Analysts, coordinators, and specialists
- Project and improvement teams
- Employees preparing for broader responsibilities
Program outline
A clear structure for the learning journey.
Program outline
Outline points are grouped in one designed block instead of being treated as separate module cards.
Module 1: Service Quality Framework
Customer outcome, process accuracy, conduct, and communication
Quality standards and observable behaviors
Critical versus developmental errors
Module 2: Interaction Evaluation
Sampling calls, chats, emails, and cases
Evidence-based scoring and annotation
Avoiding recency, severity, and personal bias
Module 3: Calibration
Comparing evaluator interpretation
Resolving standard ambiguity
Documenting agreed scoring examples
Module 4: Coaching Diagnosis
Knowledge, skill, judgment, process, and motivation gaps
Finding the behavior behind the score
Selecting one high-value coaching objective
Module 5: Quality Coaching Conversation
Self-assessment, evidence, feedback, and practice
Role-play and alternative language
Action, support, and follow-up
Module 6: Quality Improvement System
Repeat-error, team, and process trends
Coaching effectiveness and transfer
Escalating policy and system causes
Materials provided
- ○ Course-specific presentation slides
- ○ Practical exercises and facilitated activities
- ○ Course-specific worksheets, checklists, and templates
- ○ Applied workplace case studies
- ○ 4D Certificate of Completion issued by 4D Training & Consultancy
- ○ Post-course support for implementation questions
Training Options
Programs can be delivered in-house, online, or in a blended format depending on your team's schedule, location, and learning objectives. When an external certificate or exam is included, certification rules and fees remain under the relevant awarding body's policies, while 4D provides the training and preparation support.
Why choose 4D
4D adapts this program to the participant group and workplace context. Delivery combines structured explanation with course-specific exercises, realistic cases, working tools, and an action-planning component so participants can transfer the learning to their roles.
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