1. Achieving Service Excellence An Industry Best Practice Model for

3. Industry Programs Support Staff Excellence Customer Service (CSP-I) Coaching (CSP-S) E-mail Diagnostic Troubleshooting (CSP-II) Field Service Technical Support (CSP-I)

4. Clients

5. Making Learning Stick Activities Contributing to Learning Effectiveness 1 Traditional Learning Emphasis 1. Dr. Brent Peterson, CEO of Apollo Consulting Group 26% 24% 50% Pre-work Training Event Follow-up 10% 85% 5% Pre-work Coaching & Intervention Validation & Recognition Learning Implementation The SSPA Learning System 10% 85% 5%

7. Progress Management Center

8. Learning Modules

9. Skill Models

11. Skill Use Example

12. Practice Exercise

13. Bring It on Home

14. Learner Feedback

15. Classroom Reinforcement

16. OTJ Coaching Tools

17. Reinforcement Exercises

18. Management Tools

19. Progress Management Center

22. Thank You! What questions can I answer? Leslie Massey 805-781-3283