In-House Service Excellence Training

Implement ~Monitor ~Maintain

How to develop effective in-house service excellence

training - Step 5

ImplementMonitor Maintain

Identify service needs and

expectations

AssessService

performance gap

Identify reasons for performance gap and options for interventions

Select and develop

interventions

Implement ~ Monitor ~ Maintain

“If you fail to plan, you plan to fail“

Implementation can be broken down into three main phases: planning, execution and support.

Planning

Begins early in the process

On effective approach is to create a time and action calendar

Execution

Pay attention to details

Create checklists

Support

Support for both the implementation and targeted employees (performers).

Success rate is improved with project champions and supporters

Monitor & Maintain

Performance must be monitored because of the changing workplace

environment

Valid metrics are required to monitor performance and business results

How to develop effective in-house service excellence training - Summary

Identify service needs

and expectations

AssessService

performance gap

Identify reasons for

performance gap and

options for interventions

Select and develop

interventions

ImplementMonitor Maintain

References & Recommendations

In-House Service Excellence Training programs may be based any one or a combination of performance success models. Many of the concepts and principles in this program are adapted from a model developed by H. Stolovitch. We recommend reading Training Ain’t Performance by Stolovitch and Keeps for more information about the model.