In House Service Excel Training Mod 5

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In House Service Excel Training Mod 5

  1. 1. In-House Service Excellence Training Implement ~Monitor ~Maintain
  2. 2. How to develop effective in-house service excellence training - Step 5 Identify service Assess Identify reasons Select and Implement needs and Service for performance develop Monitor expectations performance gap and options interventions Maintain gap for interventions
  3. 3. Implement ~ Monitor ~ Maintain “If you fail to plan, you plan to fail“ Implementation can be broken down into three main phases: planning, execution and support.
  4. 4. Planning Begins early in the process On effective approach is to create a time and action calendar
  5. 5. Execution Pay attention to details Create checklists
  6. 6. Support Support for both the implementation and targeted employees (performers). Success rate is improved with project champions and supporters
  7. 7. Monitor & Maintain Performance must be monitored because of the changing workplace environment Valid metrics are required to monitor performance and business results
  8. 8. How to develop effective in-house service excellence training - Summary Identify Assess Identify Select and Implement service needs Service reasons for develop Monitor and performance performance interventions Maintain expectations gap gap and options for interventions
  9. 9. References & Recommendations In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model.

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