In House Service Excel Training Mod 1 Ccd

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In-House Service Excellence

Training

Introduction ~ Overview ~ First Steps

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Stop Wasting Moneyon Training

Training is often the default solution to multitude of

performance issues

Most training focuses on skills and knowledge but 80% of

workplace performance is not related to skills and

performance

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Stop Wasting Money on Training

Most workplace performance issues are related to the environment

That being said, we continue to try to “fix” the people

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Stop Wasting Money on Training

What about “transfer”?

Research indicates most of the investment in traditional training and

development is wasted - most knowledge and skills gained in training (as much as 80%) is not fully applied on

the job

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In-House Service Excellence Training

If “Training Ain’t Performance”, where do we

begin?

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How to develop effective in-house service excellence

trainingImplement

Monitor Maintain

Identify service needs

and expectations

AssessService

performance gap

Identify reasons for performance gap and options for interventions

Select and develop

interventions

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Step 1

Identify service needs and expectations

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Identifying ExpectationsIdentify service needs and expectations

Need is usually identified:• Reactively – someone comes to you• Proactively – you identify it yourself

What has been your experience?

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Needs

Identify service needs and expectations

1. Becoming aware of the need is only the beginning

2. Have to probe and investigate to better understand the service need

3. Sometimes it is easy – other times you have to work at it

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Expectations

Once you have identified and understand the service excellence

needs, you can focus on the expectations

(expected performance outcomes)

Identify service needs and expectations

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Questions work best

Identify service needs and expectations

Ask probing questions about all aspects of service excellence performance

expectations

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Behaviours & Standards

Identify service needs and expectations

1. Service expectations are often expressed as behaviours

2. Others may be expressed as accomplishments or standards

3. Think SMART when defining service expectations

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Being SMART about itIdentify service needs and expectations

SMARTSpecific

MeasurableAchievable

RealisticTimely