| 1 | plan and prepare to buddy a colleague | 1.1 | agree with their colleague aspects of the colleague’s work which may benefit most from their buddying support |
| 1.2 | confirm their understanding of their colleague’s job tasks and responsibilities using reliable sources |
| 1.3 | clarify the customer service image and impression their colleague should present in their job |
| 1.4 | arrange times when it will be most helpful to work alongside their colleague |
| 1.5 | plan details of a buddy session to support their colleague on the job |
| 2 | support their buddy colleague on the job | 2.1 | agree with their colleague where they will be placed near them when buddying them on the job |
| 2.2 | ensure their presence when their buddy is dealing with customers does not detract from effective customer service |
| 2.3 | carry out customer service tasks in the presence of their buddy colleague to set an example the colleague can follow |
| 2.4 | observe their colleague closely to identify what they do well and areas in which they could improve |
| 2.5 | discuss each customer transaction briefly when there is time available between dealing with customers to identify approaches that work well and areas for improvement |
| 2.6 | praise their colleague on aspects of work which they have carried out well |
| 2.7 | explain to their colleague ways in which they can improve their customer service performance |
| 2.8 | make notes on their colleague’s strengths and areas for development that they can discuss with their colleague |
| 3 | provide buddy support off the job | 3.1 | arrange suitable times to meet with their buddy colleague when they are not directly engaged with customers |
| 3.2 | identify areas of general interest that help to establish rapport with their buddy colleague |
| 3.3 | use notes made when observing their colleague to discuss positive and negative aspects of their colleague’s performance |
| 3.4 | agree actions their buddy colleague can take to improve their customer service performance |
| 3.5 | offer hints and tips on effective customer service actions to their buddy colleague drawn from their own experience |
| 4 | understand how to buddy a colleague to develop their customer service skills | 4.1 | identify the tasks in their buddy colleague’s job |
| 4.2 | identify areas of the job that benefit most from buddying support |
| 4.3 | describe the customer service image and impression that should be presented in their buddy colleague’s job |
| 4.4 | identify the best times at which to work alongside their buddy colleague |
| 4.5 | identify ways to work alongside their buddy colleague without intruding on the customer relationship |
| 4.6 | describe techniques for giving positive feedback and constructive criticism to their buddy colleague |
| 4.7 | explain the importance of establishing an effective rapport with their buddy colleague |
| 4.8 | review options for actions their buddy colleague can take to improve their customer service performance |
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