I am primarily a coach for customer services. I help call advisors get the most out of their conversations with customers while being mindful of how different each customer is. This is to ensure the best possible service is offered that will reflect in our company wide measure of customer satisfaction. I have worked in front facing customer service all my working life so I have an in-depth knowledge about how to tailor service to the customers needs.
I became a facilitator so that I could better understand the framework so that I could apply this to my coaching sessions and ultimately to the call handling standards that we use to measure service. By understanding a customers potential preference the advisor can tailor their delivery so the customers experience is that much improved.