Coaching and Training Skills for Managers

"How to embed new
customer service skills & stop people reverting to their old ways"

If you're about to embark on customer service training...

"Which one of these costly mistakes will you want to avoid?"

“The 7 Costly Mistakes Businesses Unwittingly Make So Their Customer Service Training Fails to Deliver Results”

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Why managers need coaching and training skills

Sadly most training isn’t something you deliver once, then tick it off your list!

It’s ongoing…

If you’re familiar with the Ebbinghaus Effect you’ll know the implications of the Ebbinghaus Curve of Forgetting; that your audience forgets most of what you tell them, sometimes within as little as an hour.

So before we know it everything is back to how it was before!

Without support and guidance even the most motivated and enthusiastic team members are likely to slip back to their old comfortable way of doing things the moment something unexpected happens, at the hint of any pressure or when things go wrong.


Particularly when you are expecting a change in behaviour (such as customer service skills) this takes time, ongoing support, coaching and feedback, to encourage team members to put their learning into practice as quickly as possible, and embed new habits, so they become natural rather than scripted.

Assigning a mentor, coach or buddy can help overcome the initial barriers to perfecting a new skill ….providing that mentor, coach or buddy has the right skills!

Giving line managers, mentors, buddies, and coaches the skills to train, coach and support their teams gives you a fighting chance of building confidence and competence in their new skills and embing new behaviours.

Assigning a mentor, coach or buddy can help overcome the initial barriers to perfecting a new skill
…providing they have the right skills!

An English man, a Frenchman, a Cypriot and a Spaniard went into a room…and they were all trained, brilliantly, because when it comes to customer service training, there is no language barrier for Caroline Cooper.

The fact that the day concentrated on Training the Trainer means that your powerful messages and straightforward methods are now being used on a daily basis by staff throughout the hotel. You taught our young managers in such a way that they now deliver training almost as second nature by showing rather than telling.

Thank you so much Caroline for delivering such cost effective training, the day was so enjoyable and useful for the four team members involved that the rest of the team are genuinely eager to work with you.

Ian Blyth, Mandolay Hotel

All trainer skills programmes – except certificated courses* are designed to meet your specific needs. So whether you are looking for a half day introduction to on job coaching, help getting your team up to speed with their training and coaching skills to bring your own in house customer service training programme to life, or are looking for an in depth programme to develop skills to deliver formal training to large groups we can design a programme to suit your needs. Rates start at £850 per half day workshop and £1250 per full day.

Please email me to arrange a call to discuss objectives and options.

* Certificated trainer skills courses have set content and criteria for assessment and include: