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

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Presentation on theme: "Service Excellence & Competencies 21 February 2014 VPHC, Pontiac Land Group, 21 February 2014."— Presentation transcript:

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

2 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 GREAT SERVICE COMPANIES VPHC, Pontiac Land Group, 21 February

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

4 DELIVERING THE PROMISE, DELIVERING THE EXPERIENCE SERVICE Promise CUSTOMER Promise BRAND Promise SERVICE EXCELLENCE IS … RIGHT PEOPLE, RIGHT COMPETENCIES VPHC, Pontiac Land Group, 21 February

5 Competencies for Service Excellence Stringent Recruitment & Selection Process Investment in Learning & Development, continuously Successful Delivery & Quality Control (Measure & Manage Performance) Rewards & Recognition (Internalize Motivation & Pride) Career Planning & Retention COMPETENCIES FOR SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February

6 COMPETENCIES AT EVERY LEVEL Customer Frontliners Managers & Supervisors Leadership How we hire How we train How we deliver How we reward How we promote VPHC, Pontiac Land Group, 21 February

7 Recruitment Processes Interviewers Candidates e.g. Frontliners COMPETENCIES - RECRUITMENT & SELECTION VPHC, Pontiac Land Group, 21 February

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

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

10 RECRUITMENT COMPETENCIES - FRONTLINERS Frontliner Attributes Customer Focus, Empathetic Service Soft skills & EQ Culture Fit & Core Values e.g. teamwork, integrity, accountability Technical competence Learning Attitude & Agility Performance Orientation & Potential VPHC, Pontiac Land Group, 21 February

11 RECRUITMENT COMPETENCIES - INTERVIEWERS Interviewer Skills Listening Skills Conversational Skills Interviewing Guide Interviewer Training Consistency Provide good closure VPHC, Pontiac Land Group, 21 February

12 RECRUITMENT COMPETENCIES - HR PROCESSES Recruitment & Selection Processes Understanding Business Needs & Job Description Application Form Interview Panels & Process Reference Checks Sourcing Strategy Employer Branding VPHC, Pontiac Land Group, 21 February

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

14 L&D Processes Trainer/ Manager Employee/ Learner COMPETENCIES - LEARNING & DEVELOPMENT VPHC, Pontiac Land Group, 21 February

15 RECRUITMENT COMPETENCIES - L&D PROCESSES L&D Processes Onboarding Senior Management Involvement Learning Roadmap Blended Learning Approaches Value of Networking & Creating Connections A Learning Organization VPHC, Pontiac Land Group, 21 February

16 RECRUITMENT COMPETENCIES - TRAINERS Trainer/Manager Skills Service Champion & Change Agent Technical Competence & Credentials Engaging Presentation, with Varied Approaches Effective Listening, with Practical Application Learning Attitude & Agility Role Model & Walk-the-Talk VPHC, Pontiac Land Group, 21 February

17 L&D OBJECTIVE IN SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February

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

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

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

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

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

23 Service Quality & Innovation Processes Teamwork Employee COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February

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

25 Individual & Team Ownership Problem- solving Decision- making Communications Empowerment Service Recovery COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February

26 Service Quality & Innovation Processes Service Vision & Procedures Checklists Service Audits & Mystery Shopper Customer Surveys, Compliments, Complaints, Gap Analysis Pre- & Post Briefings Service Quality & Innovation Committee COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February

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

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

29 HR Processes & Company Culture Manager Employee COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February

30 HR Processes & Company Culture High Performing Work Culture Robust Appraisal System Tangible & Intangible Rewards Senior Management Endorsement Symbolic Ceremonial Events Publicity & Visibility COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February

31 Manager Regular feedback Coaching & Mentoring Builds Trust (Fair & Objective) Leverage Team Diversity & Teamwork Have Passion, Be Genuine Give (not take) Credit, Provide Opportunities to showcase staff talents COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February

32 HR Processes Manager Employee COMPETENCIES - CAREER PLANNING & RETENTION VPHC, Pontiac Land Group, 21 February

33 COMPETENCIES - CAREER PLANNING & RETENTION Defining Opportunities Understanding Capabilities & Aspirations Right Person, Right Job, Right Time Progression Tracking Build Career Coaching Conversations VPHC, Pontiac Land Group, 21 February

34 HR Processes Robust Talent Management System Job Family, Job Grading, Career Pathing Open Communications, Flexibility & Career Coaching Varied Engagement Avenues Senior Management Endorsement Succession Planning COMPETENCIES - CAREER PLANNING & RETENTION VPHC, Pontiac Land Group, 21 February

35 Discussion VPHC, Pontiac Land Group, 21 February

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

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

38 DISCUSSION VPHC, Pontiac Land Group, 21 February 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 ?

39 The Service Excellence Journey … DEFINE (&REFINE) (Mgmt) DIRECT (Head of Dept) DEVELOP (Mgrs, Supervisors, L&D) DELIVER (Frontline Service Staff) Brand Promise Customer Promise Service Promise Execution & Consistency Employee Promise VPHC, Pontiac Land Group, 21 February

40 Thank You VPHC, Pontiac Land Group, 21 February


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