COACH & DEVELOP
We all need coaches – at any stage in life. Coaches can be the key determinant between good and great performance.
Our dedicated team of coaches build close and constructive relationships with your outlet managers and frontline staff. Together, we co-create realistic targets and set tactical guidelines – sometimes through master class sessions – to help your staff reach these goals. Positive communication and a listening ear are used to constantly motivate your staff. Our coaches make monthly scheduled calls or visits to ensure that goals are regularly set and met. Throughout the process, our coaches provide support by listening to feedback and taking action.
Your outlet managers are coached, usually on a monthly basis, with the results of the mystery visits as the starting point. Our coaches analyses the reports, guides your store manager one on one through the findings and may discuss other relevant data on satisfaction or financial results, creating an action plan and detailing how to move forward and how to approach and implement this with the team.
The coaching sessions follow a natural flow but have a set design and always conclude with a self-created action plan to which the outlet manager must adhere. The discussion and action plan are captured online for review and if the coaching sessions take place over the phone, the call is recorded and also made available online. Outlet managers can, at any time, call their coaches if they need feedback or guidance.
Now, that’s teamwork at its best.
Read more about Master Classes and E-Learning below.
Master Classes
Frankly, we don’t like the word ‘training’. It conjures long-drawn predetermined sessions that may last for days where only half the group pays attention and more than half of the material is fast forgotten.
At AQ, we believe in rhythm. And in concise, periodic classes that can help your frontline teams be masters of their own profession. In other words, Master Classes.
Our Master Classes are unique in that they are co-created with you and your staff, and constantly evolve to match their needs. We usually start with an initial master class to give your frontline staff a firm understanding of how to start creating exceptional customer experiences. The classes can be on anything from product knowledge to successful sales techniques – and they focus on bringing your staff from facilitation to fulfilment through a set of easy-to-understand approaches as well as actionable and measurable steps.
Master Classes are tailored to your organisation`s needs. Because every team is different and has their own set of strengths and weaknesses, Master Classes consist of several preselected modules so that every team gets the relevant module at the right time.
By keeping master classes short – about 2 to 4 hours – and holding them in a relevant space like your shop floor, we easily bridge the gap between theory and practice. We stay behind in the store after the class to observe your frontline staff and see how they’re doing. Often, we provide direct feedback so that your staff can implement what they’ve learnt right on the spot.
E-learning
Most of your employees spend around 30 hours a month online and are familiar with the digital landscape. This is why we’ve created integrated e-learning solutions as part of our tools to guide and motivate your staff in a fun, engaging and memorable way. Our e-learning usually consists of role-playing exercises, theory-practice sessions and video viewing. Often, our clients enjoy the concessive modules we have created for them, as they allow outlets to focus on their needs, with the flexibility to add new modules over time which fit in career planning.
To ensure maximum retention, we integrate an online examination that the staff must pass. For convenience, our e-learning modules can be delivered online or on a CD.
