106: World Class Leadership - Coaching Culture

02/01/23 • 37 min

We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits.

Great coaches motivate teams and maximize their performance - both on the field and in the workplace. Learn how to cultivate a coaching culture in your organization by changing the leadership playbook to one that empowers and engages coaches and their teams.

Brittni Walker is a Certified Customer eXperience Executive and is the Director of Customer and Employee Experience at Advance Financial, where she’s worked for the last ten years. She began her tenure as a Customer and Employee Affairs Coordinator and quickly advanced to the management level. In 2018, she took her skills to the next level by earning her Customer eXperience Certification from the Customer eXperience Executive Academy. She is also a Customer Experience Consultant for The DiJulius Group.

This episode is from a presentation presented by Brittni at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. She explains why leadership means having a coaching culture. It all begins with building rapport with your team. You’ll hear the four main takeaways she wants you to remember from this session, along with some recommended reading.

Here are just a few takeaways:

How to define company culture
Why 47% of employees leave companies because of engagement and culture
Why culture reflects leadership
Losing an employee costs a company about 33% of the employee’s salary
Why company surveys may do more harm than good
Energy givers are coaches, while energy suckers are bad managers
Why you should be cheering for your team members and helping them achieve their goals
How building rapport with your team creates trust and engagement
Why listening is the key to communication
Asking questions help shape conversations to create an outcome
Guidance can lead your employees to success
Brittni’s recommended reading

Resources mentioned:

www.thedijuliusgroup.com

How’s the Culture in Your Kingdom? Book

The Energy Bus book

The High 5 Habit book

The Relationship Economy book

The Customer Service Revolution Podcast

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy

Customer Experience Executive Online Academy

*** EPISODE CREDITS:

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.

We all have different answers to the question, “What is company culture?” Some say values. Others say purpose. However you define it, it encompasses behavior, knowledge, beliefs, and habits.

Here are just a few takeaways:

How to define company culture
Why 47% of employees leave companies because of engagement and culture
Why culture reflects leadership
Losing an employee costs a company about 33% of the employee’s salary
Why company surveys may do more harm than good
Energy givers are coaches, while energy suckers are bad managers
Why you should be cheering for your team members and helping them achieve their goals
How building rapport with your team creates trust and engagement
Why listening is the key to communication
Asking questions help shape conversations to create an outcome
Guidance can lead your employees to success
Brittni’s recommended reading

Resources mentioned:

www.thedijuliusgroup.com

How’s the Culture in Your Kingdom? Book

The Energy Bus book

The High 5 Habit book

The Relationship Economy book

The Customer Service Revolution Podcast

The 2023 Customer Service Revolution Conference

Customer Experience Executive Academy

Customer Experience Executive Online Academy

*** EPISODE CREDITS:

Previous Episode

105: What I Wish My Parents Knew

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their youngest son Ryan had taken his own life. Today, Jay is on a mission to reach every parent and every family about the conversations they need to have with their kids.

Jason Reid is the founder of ChooseLife.org, a leading youth mental health advocate, and a father who lost his teenage son to suicide. That became the catalyst for releasing his documentary, “Tell My Story,” in 2021. He’s on a quest to prevent teen suicide and help parents take ownership of their kids’ mental health.

This interview was one of the hardest John has conducted, but it could be the most important as Jason shares information about teen depression, suicide, and how you can help prevent it.

Here are just a few takeaways:

Depression in children and teenagers is at an all-time high
Suicide was the 2nd leading cause of death in kids ages 10-14
Teen depression isn’t prejudiced
Mental health is an unknown — and to help our kids, we need more support than Google can provide
What signs we should be looking for if a child is struggling with depression
The questions we should be asking
How you can help your teens struggling with depression

Resources mentioned:

www.thedijuliusgroup.com Tell My Story | Documentary Jason Reid's Ted Talk https://www.tellmystory.org/ https://www.tellmystory.org/documentary The Customer Service Revolution Podcast

*** EPISODE CREDITS:

Next Episode

107: Complaints 101

Complaints to any organization are a gift, especially today since consumers have so many options. Are your teams handling these important interactions consistently well? Are you tracking the issues and outcomes to monitor trends and bigger issues?

Many organizations have implemented acronyms to help frontline workers deal with conflict when customers complain about their service or products. One common thread in these acronyms is the ability to listen, apologize, solve the issue, and thank the customer for bringing it to your attention. This simple methodology has proven effective over and over.

As VP of Consulting with The DiJulius Group with more than 25 years of experience in customer service marketing, and sales, Dave Murray strives to make all participants feel comfortable--creating an ideal environment for idea generation and sharing. Dave is also an accomplished keynote speaker who can bring energy and passion to a room, all while connecting with audience members and delivering motivational and actionable content.

This episode is from Dave’s breakout session at the Customer Service Revolution Conference in Cleveland on November 7th, 2022. Learn some easy-to-implement standards and how to create a service recovery playbook as he shares the essential lessons he’s learned about customer service during his career.

Here are just a few takeaways:

What the term zero risk means, and how it applies from a customer service standpoint
Customers are 80% more likely to go somewhere else after a bad experience
Employees don’t have the training to deal with conflict
LATTE: Listen, Acknowledge, Take Action, Thank, and Encouragement
BLAST: Believe, Listen, Apologize, Solve, and Thank
LEAST: Listen, Empathize, Apologize, Solve, and Thank
GATE: Gather all information, Assess the situation, Thank and empathize, and Explain the solution
Leap to Action: Listen completely, Empathize, Apologize and clarify, Provide next steps, Thank, and Own it
How you can develop your own tool for frontline workers and design it for your needs
A-1 Care: A blameless apology, Own the situation, Clarify and assess, Action, Reassure and resolve, and End with a follow-up
FORD: Family, Occupation, Recreation, and Dreams
FORD is the information that’s most important to us as humans, and focusing on that allows you to build a relationship
Create your own acronym for handling difficult conversations
Don’t punish 98% of your customers for what 2% are trying to do
Complaints often come from a company’s own policies
Assume positive intent and train for consistency
Why it should be easy for customers to provide feedback
When the experience should override the policy, and the policies should become guidelines
How to solve the problems that aren’t your fault but harm the customer experience
Why you should be tracking your organization’s complaints and compliments