TELUS Uses Coaching to Change the Customer Service Culture
- Claude Werder
- Learning and Development, Human Resources
TELUS, the Canadian telecommunications company, recognized the need to evolve supervisors and managers to coaches who use conversations to transform and inspire their teams. The result was the Customer Solutions Delivery Coaching Excellence Program. It started with pre-training activities featuring a change management plan to transition individuals and teams into a coaching culture. A key differentiator is the way the program drives accountability for performance, engagement, and coaching conversations. The program earned TELUS a Silver Award for Best Advance in Corporate Culture Transformation in the 2017 Brandon Hall Group HCM Excellence Awards.
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