1. In-House Service
Excellence Training
Implement ~Monitor ~Maintain

2. How to develop
effective in-house
service excellence
training - Step 5
Identify service Assess Identify reasons Select and Implement
needs and Service for performance develop Monitor
expectations performance gap and options interventions Maintain
gap for interventions

3. Implement ~ Monitor ~ Maintain
“If you fail to plan, you
plan to fail“
Implementation can be
broken down into three
main phases: planning,
execution and support.

4. Planning
Begins early in the process
On effective approach is to create a time
and action calendar

5. Execution
Pay attention to details
Create checklists

6. Support
Support for both the implementation and
targeted employees (performers).
Success rate is improved with project
champions and supporters

7. Monitor & Maintain
Performance must be monitored
because of the changing workplace
environment
Valid metrics are required to monitor
performance and business results

8. How to develop effective in-house service
excellence training - Summary
Identify Assess Identify Select and Implement
service needs Service reasons for develop Monitor
and performance performance interventions Maintain
expectations gap gap and
options for
interventions

9. References & Recommendations
In-House Service Excellence Training programs may
be based any one or a combination of performance
success models. Many of the concepts and
principles in this program are adapted from a model
developed by H. Stolovitch. We recommend reading
Training Ain’t Performance by Stolovitch and
Keeps for more information about the model.