1. In-House Service
Excellence
Training
Introduction ~ Overview ~ First Steps
McKinley Solutions © 2008

2. Stop Wasting Money
on 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

3. 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

4. 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

5. In-House Service
Excellence Training
If “Training Ain’t
Performance”,
where do we
begin?
McKinley Solutions © 2008

6. How to develop
effective in-house
service excellence
training
Assess Identify reasons Select and Implement
Identify
Service for performance develop Monitor
service needs
performance gap and options interventions Maintain
and
gap for interventions
expectations
McKinley Solutions © 2008

7. Step 1
Identify service needs
and expectations
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8. Identifying Expectations
Identify 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

9. 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

10. Expectations
Identify service needs and
expectations
Once you have identified
and understand the
service excellence
needs, you can focus
on the expectations
(expected performance
outcomes)
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11. Questions work best
Identify service needs and expectations
Ask probing questions about all aspects of
service excellence performance
expectations
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12. 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

13. Being SMART about it
Identify service needs and expectations
SMART
Specific
Measurable
Achievable
Realistic
Timely
McKinley Solutions © 2008