Go above and beyond…Empathica Service

I know a young swim coach who takes her job very seriously and if actions speak louder than words, she wants to do her best. Her first year of teaching children (10 and under) how to swim during daily swim lessons and if possible, adding additional swim strokes to their skill set.

Swim Coach

From NewsWashColl.edu

In terms of feedback, when one of the parents asks her how her son/daughter is progressing, she doesn’t just say “fine” and leave it at that. She will actually explain things methodically to the parent or guardian, using her swimming vocabulary to help paint a picture on the swimming status of their child.

Her personal approach also applies to report cards at the end of the sessions. Indeed, she’ll provide a letter grade on the final evaluation form but she’ll also spend several minutes thinking about some positive things to say about each and every kid. She’ll also mention a few areas of possible improvement. It’s not scientific or terribly in depth, but at the very least, provides the parent with a better idea on how well their child handles the pool environment. Even though the swim instructor is very new at this job, she’s able to dive into this role using about 10 years of swimming experience to provide good service to her clients.

Maybe a newbie instructor in and around the pool, I suspect she’s on her way to providing Empathica Service.

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

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