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CPCS Training, Coaching & Development Flashcards

6 cards from real CPCS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 CPCS Training, Coaching & Development flashcards as text

  1. What is the main difference between coaching and training in a customer service context?

    Answer: Coaching is ongoing performance-focused development; training delivers new knowledge or skills

    Coaching is a continuous process focused on improving an individual's current performance, while training typically introduces new knowledge or skills through structured instruction.

  2. Which coaching approach involves reviewing recorded calls with an agent and providing structured performance feedback?

    Answer: Call monitoring and feedback coaching

    Call monitoring and feedback coaching uses actual recorded or live interactions as evidence-based material to provide specific, actionable performance feedback.

  3. What does the 'GROW' model stand for in coaching conversations?

    Answer: Goal, Reality, Options, Will (Way forward)

    The GROW model structures coaching conversations through Goal-setting, exploring current Reality, identifying Options, and establishing Will or a concrete way forward.

  4. When delivering corrective feedback to a customer service agent, what approach is MOST effective?

    Answer: Providing private, specific, behavior-focused feedback with clear improvement expectations

    Effective corrective feedback is delivered privately, focused on specific observed behaviors, and includes clear guidance on expected improvements and support available.

  5. What is 'real-time coaching' in a customer service contact center?

    Answer: Immediate guidance provided to an agent during or directly after a customer interaction

    Real-time coaching delivers immediate, actionable guidance while the interaction context is fresh, maximizing the opportunity for learning and behavior change.

  6. A supervisor notices an experienced agent is struggling specifically with newly implemented software. Which coaching style is MOST appropriate?

    Answer: Directive coaching providing step-by-step guidance on using the new tool

    When an agent lacks specific knowledge about a new tool, directive coaching with structured guidance builds competency more quickly than non-directive approaches.