Int In House Service Excel Training Mod 4

This document outlines the steps for developing effective in-house service excellence training, including identifying service needs and expectations, assessing performance gaps, identifying reasons for gaps, and selecting and developing interventions to address the gaps. Interventions should be selected based on four criteria: appropriateness to close performance gaps, affordability, feasibility given time and resources, and acceptability to the organization and employees. Developing interventions requires designing, creating, and verifying each one. The document recommends additional reading on performance success models that can inform training program development.