Learning and Development - Role in Enhancing Guest Experiences
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The document discusses how a learning and development department can help enhance guest experiences through customer service. It outlines four key areas: 1) Aligning customer service with customer expectations by understanding what customers want and exceeding expectations. 2) Improving customer touchpoints by identifying and improving interactions with customers. 3) Improving customer service skills through training programs focused on skills like negotiation and conflict resolution. 4) Creating a customer service plan to measure satisfaction and set standards of practice. The document proposes an action plan for the learning and development department that includes training interventions for all employee levels to improve service and bring about an overall enhancement of the guest experience.
Learning and Development - Role in Enhancing Guest Experiences
- 1. ENHANCINGGUESTEXPERIENCES Can LEARNING & DEVELOPMENT help?
- 2. Delivering Customer Expectations • Align Customer Service With Customer Expectations • Improve Customer Touchpoints • Improve Customer Service Skills • Create a Customer Service Plan
- 3. • Good customer satisfaction happens where customer expectations and customer service intersect My Customersare satisfiedwhen….? Align Customer Service with Customer Expectations L&D Function could help make a world of difference in helping map expectations, aligning delivery to expectations and in fact gauge ways to exceed them by focusing holistically on people, product and processes. • Great customer satisfaction happens when delivery exceeds customer expectations
- 4. Eachtouchpoint is an opportunity to meet or miss… Improve Customer Touchpoints • Expand your thinking past the obvious points-of- sales. L&D could help both in identifying the touchpoints in most need of improvement and in improving the quality of delivery at touchpoints • Work closely to get insights from the frontline. L&D can help analyze guest feedback and create a prioritized list of initiatives that will improve customer experience
- 5. • Customer service training is important to the development of an exceptional customer service culture L&D orients and on-boards all team-members and helps create a customer centric work culture and ethos. • Exceptional customer service cannot be taught, it must be caught.. L&D can help develop improved negotiation, conflict resolution, and planning skills, all needed to create and maintain a culture of excellent customer service. Responsibility, Resolution& Respect… Improve Customer Service Skills
- 6. Create Customer Service Plan • A customer service plan must include a method for measuring and tracking customer satisfaction and loyalty. L&D is to monitor various deviations and devise learning interventions. • Include standards of practice, communication expectations and plan for working with dissatisfied customers. Training on SOPs, brand values, commitments and promises. L&D enhances and makes customer services more professional. CustomerServiceis a state of mind.…
- 7. Action Plan For Learning & Development Department
- 9. Training Interventions for all • Goal Setting Workshops • Delegations & Macro- management • Performance Review Management Leaders • Executive Development Programs (EDP) • Task List Management • Supervisory Development Programs (SDP) • Cross-Departmental Exposure Training • Train-The-Trainers Managers / Supervisors • Service with a Smile • Service Magic Workshops • Road to Guest Delight • Etiquettes, Courtesies & Mannerisms • Anticipating Guest Needs Team-Members LeadingSelf, LeadingIndividuals,LeadingTeams.… Pop-Up Workshops customized to address a specific or ever-present training needs along with the regular bouquet of programmed offerings such as ‘The Opening Note, The Performance and Fine Tuning & Leading’ shall help increase service standards and bring about an overall enhancement of guest experiences.
- 10. Objectives Roadmap over 3-6 Months 1. Brand and Culture on-boarding 2. Processes & Standards Orientation 3. Learning Needs Analysis 4. Audits (Coyle etc.) 5. ORM Team Composition
Editor's Notes
- #4: A SalesForce® survey suggests a 5% increase in customer retention increases profits by 95%-125%
- #5: using the ⅓ + 1 Rule technique, which is a popular method in uncovering your brand’s “coffee stains” Your team will be more committed to the execution of solving the issue because they were greatly involved in the process of identifying it and coming up with solutions. 1.) by focusing on training staff on meeting unanticipated needs, on proactive service delivery. 2.) while also creating a buy-in from those in the team who will implement the changes.
- #6: Opening Note & The Performance, Entry-Point Training EDP & LEAD or VOYAGE Global Leadership Development Program 1.) L&D is entrusted with the delivery of Soft skills and behavioral trainings along with training team-members on technical. Your team catches on to what is important to your company from their managers, supervisors
- #7: A customer service plan deeply examines customers' perceptions and expectations of a company, and guides the company through the process of bringing its customer service activities in line with customers' needs. 1.) as well as a program to ensure its continual growth to higher levels As an integral part in delivering ‘Quality’,