E-Commerce

The Client

A leading provider of furniture online.

The Requirement

As part of their strategic focus our client’s had introduced certain new roles & responsibilities within the organization. The focus was to improve customer interactions at all levels. To achieve this they had introduced a new role of coaches. These roles were given to certain identified QAs, TLs & Supervisors. The coaches were required to work with identified teams, make their observations on customer interactions & provide feedback & coaching to them for improvement. However, the client felt that their coaches were not as impactful as was required & there would usually be a visible tension between the coached & the coach

Our Observation

  • The client being a new age industry had young employees stepping into the roles of internal coaches
  • These young coaches, while enthusiastic, lacked formal training in coaching skills and struggled to deliver feedback in a way that landed well

Our Solutions

We designed an NLP-based coaching program to equip the coaches with the skills and confidence they needed:

Our Observation

  • Classroom Training with Expert Instructors: These sessions helped coaches understand the core competencies required for customer service roles. This enabled them to identify skill gaps effectively and articulate their feedback clearly
  • One-on-One Coaching Experience: This unique aspect gave participants a three-fold experience:
    1. Being Coached – So they could understand the perspective of the person being coached
    2. Receiving Coaching – To learn how impactful coaching feels when done well.
    3. Practicing Coaching –To develop their own style and approach as a coach.
  • Role Awareness: Since most of the coaches were young, we emphasized the responsibility of being a coach. We worked on how they could walk the floor confidently and balance authority with approachability
  • Handling Coaching Resistance: We provided tools and strategies to help them navigate resistance during feedback sessions and maintain productive relationships.

Result

The results were encouraging:

  • Over time, the coaches improved their finesse and professionalism in delivering feedback
  • There was greater consistency in how coaching was conducted across teams
  • Most importantly, coaches gained the confidence to handle resistance effectively, fostering a culture of improvement rather than tension

This program helped transform young, enthusiastic employees into skilled coaches who could drive meaningful changes in customer interactions

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