Title Page
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Please detail this coaching session and/or post visit customer feedback through out making sure all information is accurate.
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Coaching Lead:
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Conducted on
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Location
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Coachee Name:
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Employee Number
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Tech Number:
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Are you documenting a live coaching session?
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Why are we doing this coaching session?
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What will be the outcome of today's coaching session?
The first 5 minutes of the visit
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As this section is based on a live field visit please select yes if you need to document the coaching session.
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This section will talk about the just before and during the first five minutes of the visit. We will document together, what we think worked really well, and what we could do to stretch ourselves on future visits.
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Was Glympse used?
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Before entering the property was everything prepared? Any potential stock needed or tooling?
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Did the Expert complete a visual check outside the property e.g. to locate drop cable and check for any external cable damage?
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Did we have a great mindset ready to WOW the customer?
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Where we presentable? E.g. Blue shoes, Uniform Smart, Van clean and Tidy etc.
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Breaking the visit into sections we will now look at the first five minutes of our visit today
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Utilising the tools we learnt on Sky Factor which of the following did we use and any comments.
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"Listening like your depends on it"
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4MAT / Empathise with the customer
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Setting Expectations
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Overall what worked really well during the beginning of the visit? What should we continue to do?
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Going forward what changes do we need to work on? What we do need to stretch ourselves to do?
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Is the anything we need to stop doing?
During the visit
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As this section is based on a live field visit please select yes if you need to document the coaching session.
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This section will talk about the during visit. We will continue to document together, what we think worked really well, and what we could do to stretch ourselves on future visits.
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Did we explain what was going to happen before troubleshooting
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Was troubleshooting followed correctly? E.g. utilising all the tools available such as LAMA
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Was an overall care shown to the customers house respecting the environment e.g. ICE Mat and clearing up and mess?
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Did we continue to involve the customer? Explaining what was happening and why?
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Where the following Sky Factor tools continued to be used and any comments.
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"Listening like your depends on it"
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4MAT / Empathise with the customer
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Setting Expectations
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Overall what worked really well during the visit? What should we continue to do?
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Going forward what changes do we need to work on? What we do need to stretch ourselves to do?
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Is the anything we need to stop doing?
The visit overall
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As this section is based on a live field visit please select yes if you need to document the coaching session.
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In this final section on the visit we talk about any next steps or action we might need to take and some final things to think about.
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Was a visual provided to the customer of any work carried out e.g. master socket changes or speed increases?
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Where any next steps explained to the customer?
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Did we leave on a positive?
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Was NPS talked about and did we educate the customer?
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Any individual comments on NPS?
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Was all ACE opportunities explored?
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Any individual comments on ACE?
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Was all health and safety compliance followed? E.g. continual risk assessment? Following manual handling process?
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Any individual comments on H&S?
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Any final comments on the overall visit?
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Are there any actions for the Coachee?
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Are there any actions for the Coach?
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Coachee Signature
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Coach Signature
Post Visit
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This section will focus on direct feedback from our customers, this can be live on site or remotely completed with the customer verbally.
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Did you receive a Glypse allowing you to follow the tech expert before they arrived at your property?
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Did our expert arrive in the ETA that was originally given?
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When our tech expert arrived did they present their I.D badge and introduce themselves?
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Did our tech expert look presentable, how was their appearance?
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Did our expert look after and protect your home by placing their overshoes on?
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Did the expert listen to why you called Sky out and then explain what was going to happen during the visit?
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After our expert completed the troubleshooting did you feel everything was explained properly e.g. any changes where demonstrated visually or next steps where organised such as Open reach appointment scheduled.
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We know how important your home is to you and we pride ourselves on some of the great protection we have put in place to look after your property. Did our tech use their ICE Matt and was any mess / rubbish cleared up afterwards?
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Roughly how long would you say our expert was at your property?
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We have some amazing features/ services at Sky that we offer to our customer. Did our expert talk you through any of these. E.g ACE (Opportunity must always be explored), SKY Apps (Such as Q App, Kids App, My Sky), Potential Heat Mapping Property.
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Is there anything additional about your tech expert based on the visit you would like to tell us about?
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This document will now be uploaded to coachpad, working together we will achieve the actions we have agreed and
next visit the changes we have agreed will be demonstrated. This will help us to give all our customers a brilliant world class experience.
