This document summarizes the evolution of the training program at SPOTHERO from 2013 to 2016. It began with no formal training and a learn-on-the-job approach. Over time, SPOTHERO developed a training mission, lifecycle for new hires involving various modules, and a knowledge management system to share best practices. They transitioned to a more sustainable, collaborative training workflow using a QA playbook and centralized library to enhance customer experience and empower employees.

1. Training @ SPOTHERO

2. What got us here, isn’t what’s going to get
us THERE…..

3. TIMELINE
May 2013- Kate
and Leah were
hired to scale the
CS dept. aka
Hero Pod.
Feb 2014-
Terrance was
hired as 1st FT
Customer Hero.
Summer 2014- Nate
and Meg joined on
during the ‘busy
season’ aka Summer.
Winter 2015-Jordan
defected to Supply
and the 1st iteration of
the ‘Hero Manual’
started to take form.
Spring/Summer 2015-
Newer Heroes(Senior
now) started to join the
pod.
April 2014- Series A
Round- $4.5 Mil.
Summer
2015- Series B
Round- 20 Mil.
Fall/Winter 2015-
Filled WFM position-
Alex and a new crop of
Heroes came onboard
throughout the winter.
Winter 2016-
MORE growth with
FT/PT Heroes and
our 1st Hero
Manager position
filled.
Spring 2016-New
office, new class of
Heroes but same
mission.

4. THE HERO
POD

5. Where we were…..
• No formal training program or
dedicated trainer. (learn on the job
approach)
• What’s QA?
• No strategic direction of new hire
lifecycle.
• No library of best practices/ SOP’s
for systems and etc.
• Early stages of defining job scope
and workflows in the organization.
• No KPI’s to measure training and
quality and impact on business and
ROI.

6. Where we are…..

7. TRAINING MISSION:
To build a sustainable, agile and
COLLABORATIVE training workflow/program,
set to enhance and improve our brand of
customer experience and embolden our Heroes
to provide QUALITY service with confidence and
PERSONALITY.

8. TRAINING LIFECYLCE-New Hires
• SH Tools
• SH ‘Policies’
• Finding your Hero voice
• Comm. Guidelines
• Macros
• Delivering Happiness
• Understanding:
Supply and Tech
• Intro to QA
• Intro to Metrics
• Monthly 101
• Supply Requests
• Understanding:
Mktg/Tech
• HIT Assessment
30 Days:
60 Days:
90 Days:

9. KNOWLEDGE MANAGMENT

10. Where we’re going….

11. TRAINING MODULES

12. QA PLAYBOOK/LIBRARY
The
Towies:
• Best bonding and rapport with an unhappy customer
• Best Overview
• Best Valid Tow Response
• Best Monthly Close
• Best Lot Full Resolution
• Best apology for rude attendant
• Many more to come….

13. KNOWLEDGE MANAGEMENT

14. BEFORE
• Functional but not enhanced
• Lacked social/crowd
sourcing component.
• Search capabilities were a
joke
• No integration with other
services/systems
• Authoring tools were basic
• No analytics/viewership
dashboard

15. TRANSITIONING TO…..

18. QUESTIONS?