Positive reinforcement has always been more effective than negative sanctions in changing behavior. Attaining Excellence honors participant learning with a "Certificate of Accomplishment" for the classroom component. Supervisors may award a striking bronze "Commitment to Excellence" cloisonné pin when they catch workers providing quality service. Recognition completes the customer service improvement cycle.
New skills, behaviors and attitudes quickly fade unless the worker's supervisor or manager reinforces them.
Supervisors are key to workforce development and quality customer service.
Attaining Excellence curriculum has three objectives:
1. To increase understanding of the five elements of quality customer service delivery
2. To sharpen coaching skills for continual improvement and celebration of success
3. To spark new strategies for enhancing the service level in their area of responsibility
Supervisors avoid coaching because they've never been taught how.
You'll help them become more effective in giving feedback so your service initiative will be a success.
The Attaining Excellence system includes evaluation forms for use by supervisors to make quality service part of your ongoing performance reviews.
They tie your performance reviews to the training, coaching, and quality standards -- all in the language of Attaining Excellence.
Participant Materials for all First Level Managers and Supervisors:
- Participant Manual, 40 pages, 3-ring binder
- Customer Service Performance Rating Guide
- Coaching Principles Pocket Reference Card
- Certificate of Accomplishment
- “Commitment to Excellence” cloisonné pin (optional)
Facilitator Package Elements:
Everything Needed to plan, organize and tech is included. Easy to follow seminar preparation checklist, room layout ideas, discusion questions with answers, training tips, flip chart copy and video scripts. The Leader Guide includes the participant manual text so the facilitator does not have to jump between books.
- Employee Training Leader Guide for 12 modules, 96 pages, 3-ring binder, Customer Service Performance Standards and Rating Guide
- Color PowerPoint Presentation on disk for all 24 modules and hard copy for making overhead transparencies