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Coach & Share Instructor Guide

Solution

Problem

Petroleum call center representatives lacked the knowledge and confidence to properly support networking issues and had limited understanding of how network sites functioned. This gap often led to inconsistent troubleshooting and longer resolution times for customers.

The Coach & Share activity was the capstone of a larger networking training program. This activity enabled managers to coach their reps through diagnosing a networking issue, followed by the reps teaching it back to their manager. The approach reinforced learning through practice, boosted confidence, and ensured reps could apply their knowledge effectively in real customer scenarios.

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  • Audience: Petroleum Call Center Managers 

  • Responsibilities: Instructional Design, Program Development, Activity Design, SME Collaboration, Facilitator Guide Development

  • Tools Used: PowerPoint, Adobe Photoshop, Microsoft Word

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