in house service excel training mod 1 ccd
DESCRIPTION
TRANSCRIPT
McKinley Solutions © 2008
In-House Service Excellence
Training
Introduction ~ Overview ~ First Steps
McKinley Solutions © 2008
Stop Wasting Moneyon 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
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
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
In-House Service Excellence Training
If “Training Ain’t Performance”, where do we
begin?
McKinley Solutions © 2008
How to develop effective in-house service excellence
trainingImplement
Monitor Maintain
Identify service needs
and expectations
AssessService
performance gap
Identify reasons for performance gap and options for interventions
Select and develop
interventions
McKinley Solutions © 2008
Step 1
Identify service needs and expectations
McKinley Solutions © 2008
Identifying ExpectationsIdentify 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
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
Expectations
Once you have identified and understand the service excellence
needs, you can focus on the expectations
(expected performance outcomes)
Identify service needs and expectations
McKinley Solutions © 2008
Questions work best
Identify service needs and expectations
Ask probing questions about all aspects of service excellence performance
expectations
McKinley Solutions © 2008
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
Being SMART about itIdentify service needs and expectations
SMARTSpecific
MeasurableAchievable
RealisticTimely