In House Service Excel Training Mod 1 Ccd

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In House Service Excel Training Mod 1 Ccd

  1. 1. In-House Service Excellence Training Introduction ~ Overview ~ First Steps McKinley Solutions © 2008
  2. 2. Stop Wasting Money on 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 McKinley Solutions © 2008
  3. 3. 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 McKinley Solutions © 2008
  4. 4. 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 McKinley Solutions © 2008
  5. 5. In-House Service Excellence Training If “Training Ain’t Performance”, where do we begin? McKinley Solutions © 2008
  6. 6. How to develop effective in-house service excellence training Assess Identify reasons Select and Implement Identify Service for performance develop Monitor service needs performance gap and options interventions Maintain and gap for interventions expectations McKinley Solutions © 2008
  7. 7. Step 1 Identify service needs and expectations McKinley Solutions © 2008
  8. 8. Identifying Expectations Identify service needs and expectations Need is usually identified: • Reactively – someone comes to you • Proactively – you identify it yourself What has been your experience? McKinley Solutions © 2008
  9. 9. 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 McKinley Solutions © 2008
  10. 10. Expectations Identify service needs and expectations Once you have identified and understand the service excellence needs, you can focus on the expectations (expected performance outcomes) McKinley Solutions © 2008
  11. 11. Questions work best Identify service needs and expectations Ask probing questions about all aspects of service excellence performance expectations McKinley Solutions © 2008
  12. 12. 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 McKinley Solutions © 2008
  13. 13. Being SMART about it Identify service needs and expectations SMART Specific Measurable Achievable Realistic Timely McKinley Solutions © 2008

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