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Nov10
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 I made note of her name (Wendy) and noticed her title - “Customer Service Coach”. “What does a customer service coach do?” I inquired. “Oh, I help coach new employees on how to treat the customers,” she replied. I think I like the word “coach” instead of the word “trainer”. Doesn’t it sound better? “Coach” makes me think of someone who is encouraging and motivating. “Train” creates a picture in my mind of a dog and his master. So, are you a coach or a trainer? |
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I'm with you on Wendy's title as it relates to her job. Training = technical skills. Coach = motivate/guide.
You can't train someone to be a great customer service rep. if they don't have the makeup within them to do that job, you can only coach (bring out/enhance) what is truly in their character.
The 2 things are different in my view.
Coaching employee's is what a (good) manager should be doing. Encourage, enable, listen to, get to know, value, give affirmation and adjustment, provide growth path etc.
Trainers should be teaching technical skills. (managers should not be training)
Think football team. A coach has the big picture and casts the vision, as well as encouraging etc. the players.
A trainer, teaches the technical (how) skills of the job.
Just my .02
For lot's of great discussion on coach/train as it relates to business, check out www.manager-tools.com.
Posted by: Rich | November 15, 2006 7:57 PM | Permalink to Comment