Stage 3 – Training and Development

The organization, having begun to move from an old sense of current reality to a more aligned commitment to exceptional service, it is ready to receive and support your service training programs.

To ensure that the programs achieve your business goals, prior to scheduling your first class, a number of activities need to occur. The first in this stage is to decide which programs you are offering to which groups. 
To be most effective, these programs need to be tailored to your organization and incorporate realistic skill practices and individual feedback.  This method allows associates to immediately put in practice everything they learned in the program.

Prior to launching the training, plan how you will:

• Measure program results
• Customize programs to different roles/functions/departments
• Identify program delivery formats and logistics
• Prepare employees for the benefits of service training and reinforcement
• Prepare facilitators to work effectively within your employees' context
• Contract with senior leadership to speak in your classes

 

Next Page:  Stage Four:  Reinforcement