World-class performance is no accident. Whether on the playing field or in the support center, people need training, practice, and good coaching to achieve excellence. Mia Melanson, a performance consultant, explains the coaching process as a series of simple steps. You'll see why coaching is different from managing and learn how to build a high performance support center--one player at a time.
About the Author
Mia Schiffman Melanson has extensive experience within sales and support organization, both as manager and consultant. For the past twelve years, she has developed and delivered training in customer service, telemarketing, coaching and supervisory skills for entrepreneurial organizations and Fortune 500 companies.
Through her consulting firm, Marketing Mastery & Training, Mia works primarily with professionals in high customer contact functions where performance impacts profit on a daily basis. Mia also teaches at many of HDI's Regional Training seminars and at the Support Services Conference & Expo.
