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
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
VPHC, Pontiac Land Group, 21 February 2014
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GREAT SERVICE COMPANIES
VPHC, Pontiac Land Group, 21 February 2014
3
SERVICE EXCELLENCE IS …
CUSTOMER
Promise
BRAND
Promise
SERVICE
Promise
DELIVERING THE PROMISE,
DELIVERING THE EXPERIENCE
RIGHT PEOPLE, RIGHT COMPETENCIES
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
FOR SERVICE EXCELLENCE
Stringent
Recruitment &
Selection
Process
Investment in
Learning &
Development,
continuously
Career
Planning &
Retention
Competencies
for Service
Excellence
Rewards &
Recognition
(Internalize
Motivation &
Pride)
VPHC, Pontiac Land Group, 21 February 2014
Successful
Delivery &
Quality
Control
(Measure &
Manage
Performance)
5
COMPETENCIES
AT EVERY LEVEL
Customer
Frontliners
Managers &
Supervisors
Leadership
VPHC, Pontiac Land Group, 21 February 2014
How we
hire
How we
train
How we
deliver
How we
reward
How we
promote
6
COMPETENCIES
- RECRUITMENT & SELECTION
Candidates
e.g. Frontliners
Interviewers
Recruitment Processes
VPHC, Pontiac Land Group, 21 February 2014
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WHAT RECRUITMENT
COMPETENCIES DO WE NEED?
VPHC, Pontiac Land Group, 21 February 2014
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WHAT TYPE OF CANDIDATES
DO WE NEED?
VPHC, Pontiac Land Group, 21 February 2014
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RECRUITMENT COMPETENCIES
- FRONTLINERS
Customer
Focus,
Empathetic
Service
Performance
Orientation &
Potential
Soft skills & EQ
Frontliner
Attributes
Culture Fit &
Core Values
e.g.
teamwork,
integrity,
accountability
Learning
Attitude &
Agility
Technical
competence
VPHC, Pontiac Land Group, 21 February 2014
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RECRUITMENT COMPETENCIES
- INTERVIEWERS
Listening Skills
Provide good
closure
Conversational
Skills
Interviewer
Skills
Interviewing
Guide
Consistency
Interviewer
Training
VPHC, Pontiac Land Group, 21 February 2014
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RECRUITMENT COMPETENCIES
- HR PROCESSES
Understanding
Business Needs
& Job
Description
Employer
Branding
Application
Form
Recruitment &
Selection
Processes
Interview
Panels &
Process
Sourcing
Strategy
Reference
Checks
VPHC, Pontiac Land Group, 21 February 2014
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L&D OBJECTIVE IN
SERVICE EXCELLENCE
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- LEARNING & DEVELOPMENT
Employee/
Learner
Trainer/
Manager
L&D Processes
VPHC, Pontiac Land Group, 21 February 2014
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RECRUITMENT COMPETENCIES
- L&D PROCESSES
Onboarding
Senior
Management
Involvement
A Learning
Organization
L&D Processes
Value of
Networking &
Creating
Connections
Learning
Roadmap
Blended
Learning
Approaches
VPHC, Pontiac Land Group, 21 February 2014
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RECRUITMENT COMPETENCIES
- TRAINERS
Service
Champion &
Change
Agent
Technical
Competence
& Credentials
Role Model &
Walk-the-Talk
Trainer/Manager
Skills
Engaging
Presentation,
with Varied
Approaches
Learning
Attitude &
Agility
Effective
Listening, with
Practical
Application
VPHC, Pontiac Land Group, 21 February 2014
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L&D OBJECTIVE IN
SERVICE EXCELLENCE
Knowledge
Skills
VPHC, Pontiac Land Group, 21 February 2014
Attitude
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L&D OBJECTIVE IN
SERVICE EXCELLENCE
Able
Service
Excellence,
each time,
every time
Willing
VPHC, Pontiac Land Group, 21 February 2014
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L&D OBJECTIVE IN
SERVICE EXCELLENCE
Tell me and I forget.
Teach me and I learn.
Involve me and I remember.
Benjamin Franklin
VPHC, Pontiac Land Group, 21 February 2014
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L&D OBJECTIVE IN
SERVICE EXCELLENCE
70
On the Job
VPHC, Pontiac Land Group, 21 February 2014
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From Others
20
From Training
20
COMPETENCIES
- DELIVERY & CONSISTENCY
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- DELIVERY & CONSISTENCY
Well done is better than well said
Benjamin Franklin
Your most unhappy customers are
your greatest source of learning.
Bill Gates
If we keep doing what we are doing,
we’ll keep getting what we are getting
Stephen Covey
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- DELIVERY & CONSISTENCY
Employee
Teamwork
Service Quality &
Innovation Processes
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- DELIVERY & CONSISTENCY
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- DELIVERY & CONSISTENCY
Ownership
Service
Recovery
Problemsolving
Individual & Team
Decisionmaking
Empowerment
Communications
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- DELIVERY & CONSISTENCY
Service Vision
& Procedures
Service
Quality &
Innovation
Committee
Checklists
Service Quality &
Innovation
Processes
Service Audits
& Mystery
Shopper
Pre- & Post
Briefings
Customer
Surveys,
Compliments,
Complaints,
Gap Analysis
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- REWARDS & RECOGNITION
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- REWARDS & RECOGNITION
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- REWARDS & RECOGNITION
Employee
Manager
HR Processes &
Company Culture
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- REWARDS & RECOGNITION
High
Performing
Work Culture
Robust
Appraisal
System
Publicity &
Visibility
HR Processes &
Company Culture
Tangible &
Intangible
Rewards
Symbolic
Ceremonial
Events
Senior
Management
Endorsement
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- REWARDS & RECOGNITION
Regular
feedback
Give
(not take)
Credit,
Provide
Opportunities
to showcase
staff talents
Coaching &
Mentoring
Manager
Builds Trust
(Fair &
Objective)
Have Passion,
Be Genuine
Leverage
Team Diversity
& Teamwork
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- CAREER PLANNING &
RETENTION
Employee
Manager
HR Processes
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- CAREER PLANNING &
RETENTION
Defining Opportunities
Progression Tracking
Build Career
Coaching Conversations
Understanding Capabilities
& Aspirations
Right Person,
Right Job,
Right Time
VPHC, Pontiac Land Group, 21 February 2014
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COMPETENCIES
- CAREER PLANNING &
RETENTION
Robust Talent
Management
System
Job Family,
Job Grading,
Career
Pathing
Succession
Planning
HR Processes
Open
Communications,
Flexibility &
Career Coaching
Senior
Management
Endorsement
Varied
Engagement
Avenues
VPHC, Pontiac Land Group, 21 February 2014
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Discussion
VPHC, Pontiac Land Group, 21 February 2014
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DISCUSSION
What is your Worst Customer Service Experience ?
VPHC, Pontiac Land Group, 21 February 2014
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DISCUSSION
What is your Experience with Bosses ?
What Competencies are Lacking ?
VPHC, Pontiac Land Group, 21 February 2014
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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 ?
VPHC, Pontiac Land Group, 21 February 2014
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The Service Excellence
Journey …
DEFINE
(&REFINE)
(Mgmt)
Brand Promise
Customer Promise
Service Promise
DIRECT
(Head of Dept)
DEVELOP
Employee Promise
(Mgrs, Supervisors, L&D)
DELIVER
Execution & Consistency
(Frontline Service Staff)
VPHC, Pontiac Land Group, 21 February 2014
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Thank You
VPHC, Pontiac Land Group, 21 February 2014
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