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Service Excellence & Competencies

Service Excellence & Competencies. 21 February 2014. VPHC, Pontiac Land Group, 21 February 2014. GREAT SERVICE COMPANIES. Where Dreams Come True. A great way to fly.

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Service Excellence & Competencies

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  1. Service Excellence & Competencies 21 February 2014 VPHC, Pontiac Land Group, 21 February 2014

  2. GREAT SERVICE COMPANIES Where Dreams Come True A great way to fly When our customers feel this sense of belonging, our stores become a haven, a break from the worries outside, a place where you can meet with friends 2 VPHC, Pontiac Land Group, 21 February 2014

  3. GREAT SERVICE COMPANIES 3 VPHC, Pontiac Land Group, 21 February 2014

  4. SERVICE EXCELLENCE IS … • RIGHT PEOPLE, RIGHT COMPETENCIES 4 VPHC, Pontiac Land Group, 21 February 2014

  5. COMPETENCIES FOR SERVICE EXCELLENCE 5 VPHC, Pontiac Land Group, 21 February 2014

  6. COMPETENCIES AT EVERY LEVEL 6 VPHC, Pontiac Land Group, 21 February 2014

  7. COMPETENCIES - RECRUITMENT & SELECTION 7 VPHC, Pontiac Land Group, 21 February 2014

  8. WHAT RECRUITMENT COMPETENCIES DO WE NEED? 8 VPHC, Pontiac Land Group, 21 February 2014 4

  9. WHAT TYPE OF CANDIDATES DO WE NEED? 9 VPHC, Pontiac Land Group, 21 February 2014

  10. RECRUITMENT COMPETENCIES - FRONTLINERS 10 VPHC, Pontiac Land Group, 21 February 2014

  11. RECRUITMENT COMPETENCIES - INTERVIEWERS 11 VPHC, Pontiac Land Group, 21 February 2014

  12. RECRUITMENT COMPETENCIES - HR PROCESSES 12 VPHC, Pontiac Land Group, 21 February 2014

  13. L&D OBJECTIVE IN SERVICE EXCELLENCE 13 VPHC, Pontiac Land Group, 21 February 2014

  14. COMPETENCIES - LEARNING & DEVELOPMENT 14 VPHC, Pontiac Land Group, 21 February 2014

  15. RECRUITMENT COMPETENCIES - L&D PROCESSES 15 VPHC, Pontiac Land Group, 21 February 2014

  16. RECRUITMENT COMPETENCIES - TRAINERS 16 VPHC, Pontiac Land Group, 21 February 2014

  17. L&D OBJECTIVE IN SERVICE EXCELLENCE WHAT HABIT WHY HOW 17 VPHC, Pontiac Land Group, 21 February 2014

  18. L&D OBJECTIVE IN SERVICE EXCELLENCE • Knowledge & Skills • Attitude 18 VPHC, Pontiac Land Group, 21 February 2014

  19. L&D OBJECTIVE IN SERVICE EXCELLENCE Tell me and I forget. Teach me and I learn.Involve me and I remember.Benjamin Franklin 19 VPHC, Pontiac Land Group, 21 February 2014

  20. L&D OBJECTIVE IN SERVICE EXCELLENCE Exposure Education Experience From Training On the Job From Others 20 VPHC, Pontiac Land Group, 21 February 2014

  21. COMPETENCIES - DELIVERY & CONSISTENCY 21 VPHC, Pontiac Land Group, 21 February 2014

  22. COMPETENCIES - DELIVERY & CONSISTENCY Your most unhappy customers are your greatest source of learning.Bill Gates Well done is better than well saidBenjamin Franklin If we keep doing what we are doing, we’ll keep getting what we are getting Stephen Covey 22 VPHC, Pontiac Land Group, 21 February 2014

  23. COMPETENCIES - DELIVERY & CONSISTENCY 23 VPHC, Pontiac Land Group, 21 February 2014

  24. COMPETENCIES - DELIVERY & CONSISTENCY 24 VPHC, Pontiac Land Group, 21 February 2014

  25. COMPETENCIES - DELIVERY & CONSISTENCY 25 VPHC, Pontiac Land Group, 21 February 2014

  26. COMPETENCIES - DELIVERY & CONSISTENCY 26 VPHC, Pontiac Land Group, 21 February 2014

  27. COMPETENCIES - REWARDS & RECOGNITION 27 VPHC, Pontiac Land Group, 21 February 2014

  28. COMPETENCIES - REWARDS & RECOGNITION 28 VPHC, Pontiac Land Group, 21 February 2014

  29. COMPETENCIES - REWARDS & RECOGNITION 29 VPHC, Pontiac Land Group, 21 February 2014

  30. COMPETENCIES - REWARDS & RECOGNITION 30 VPHC, Pontiac Land Group, 21 February 2014

  31. COMPETENCIES - REWARDS & RECOGNITION 31 VPHC, Pontiac Land Group, 21 February 2014

  32. COMPETENCIES - CAREER PLANNING & RETENTION 32 VPHC, Pontiac Land Group, 21 February 2014

  33. COMPETENCIES - CAREER PLANNING & RETENTION Build Career Coaching Conversations 33 VPHC, Pontiac Land Group, 21 February 2014

  34. COMPETENCIES - CAREER PLANNING & RETENTION 34 VPHC, Pontiac Land Group, 21 February 2014

  35. Discussion 35 VPHC, Pontiac Land Group, 21 February 2014

  36. DISCUSSION What is your Worst Customer Service Experience ? 36 VPHC, Pontiac Land Group, 21 February 2014

  37. DISCUSSION What is your Experience with Bosses ? What Competencies are Lacking ? 37 VPHC, Pontiac Land Group, 21 February 2014

  38. DISCUSSION Think of a Difficult or Non-performing Employee or Colleague … What are the Competency Gaps? Which part of the process has failed – Recruitment, L&D, Mgmt ? What can be Done Better ? 38 VPHC, Pontiac Land Group, 21 February 2014

  39. The Service Excellence Journey … Brand Promise Customer Promise Service Promise Employee Promise Execution & Consistency 39 VPHC, Pontiac Land Group, 21 February 2014

  40. Thank You 40 VPHC, Pontiac Land Group, 21 February 2014

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