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...service-quality coaches.

In this article, will overview the coaching culture in two financial services institutions, touching on some of the key characteristics of their successful approaches.

In the past, ShoreBank employee satisfaction surveys revealed that many workers were leaving due to a poor relationship with their managers. The institution realized that it could not reduce turnover and increase job satisfaction until it created a "consistent and positive" relationship between managers and employees.

As a result, the bank committed itself to the development of a continuous service-quality and sales coaching and mentoring culture.

Jay Colker, vice president and manager, employee development, notes that, "Managers need some specific strategies to be successful and the organization needs a process to hold everyone accountable."

He adds, "Employees function best when expectations are clear and when managers take enough interest to pay attention to how employees are performing."

Service-quality and sales training at the...

NOTE: All illustrations and photos have been removed from this article.




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