1. Onboarding Process
Initial Assessment & Goal Setting
- Conduct a kickoff meeting with management to understand business objectives.
- Identify key challenges in customer service & sales performance.
- Evaluate team skills through self-assessments and performance reviews.
- Define personalized and team-wide KPIs for measurable progress.
Employee Evaluation & Role Alignment
- Use skill assessment tests to determine strengths & weaknesses.
- Identify employees better suited for customer service vs. sales roles.
- Develop a transition plan for role adjustments if needed.
2. Training & Coaching Implementation
Phase 1: Core Training (Weeks 1-4)
- Communication Skills: Active listening, empathy, and handling objections.
- Problem-Solving: Techniques for effective issue resolution.
- Sales Strategies: Customer engagement, upselling, and closing deals.
- CRM Optimization: Using technology to streamline customer interactions.
Phase 2: Practical Application (Weeks 5-8)
- Role-playing sessions with real-world scenarios.
- Live customer interaction training with real-time feedback.
- One-on-one coaching sessions for personalized improvement.
- Implementing best practices in CRM & reporting tools.
Phase 3: Continuous Improvement (Weeks 9-12)
- Advanced sales techniques & negotiation strategies.
- Customer service excellence training.
- Building long-term customer relationships.
- Review of KPI performance and adjusting strategies accordingly.
3. Monthly KPI Reporting & Continuous Development
Key Performance Indicators (KPIs)
- Customer Service Metrics
- First response time
- Resolution time
- Customer satisfaction scores
- Churn rate reduction
- Sales Metrics
- Lead conversion rate
- Average deal closing time
- Revenue per sales representative
- Upsell & cross-sell success rates
Monthly Report Structure
- Employee Performance Analysis: Individual progress tracking.
- Team Performance Overview: Comparing against initial KPIs.
- Identified Challenges & Solutions: Areas for improvement.
- Next Month’s Action Plan: Adjustments and new strategies.
Ongoing Support & Follow-Ups
- Monthly feedback sessions with leadership.
- Quarterly refresher training and advanced coaching modules.
- Continuous tracking of performance trends and adapting training accordingly.
Transform your customer service & sales teams with structured life coaching—enhancing engagement, performance, and business success!