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Last updated on 2024年8月2日

You're leading a service standards training program. How do you keep your staff engaged and motivated?

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Engaging your team during a service standards training program is crucial for the success of your business. As you prepare to lead such a program, remember that your ultimate goal is to foster an environment where staff feel motivated to deliver exceptional service. This means creating a training experience that is not only informative but also interactive and enjoyable. By understanding the needs and learning styles of your team, you can tailor your approach to keep everyone involved and enthusiastic about improving their service skills. The right combination of practical exercises, real-world examples, and ongoing support can turn a routine training session into a transformative experience for your staff.

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1 Tailor Content

To ensure your training resonates with every member of your team, customize the content to reflect their roles and experiences . Start by identifying the specific service standards that are most relevant to their daily interactions with customers. Then, incorporate scenarios that mirror the challenges they face, allowing them to apply new knowledge in a context that feels familiar. This approach not only reinforces the practical application of the standards but also demonstrates your commitment to supporting their personal development.

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Marga Rovira Vidal

?En qué punto lo dejamos?
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Es esencial adaptar el contenido a su realidad… Sorprender… Crear ambiente para que puedan explicar… redirigir… explicar nuevas técnicas que les aporten valor y desempe?o para su oficio…

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2 Interactive Learning

Interactive learning is a powerful tool to maintain engagement. Incorporate role-playing exercises, group discussions, and problem-solving activities that encourage active participation. These methods help staff members internalize service standards by applying them in simulated situations, which can be both fun and educational. The key is to create a safe space where everyone feels comfortable sharing ideas and feedback, fostering a collaborative learning environment.

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Marga Rovira Vidal

?En qué punto lo dejamos?
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Es espectacular en donde en un ambiente más distendido mediante el uso de dinámicas se genera un aprendizaje coorporativo… se retroalimentan unos a otros … y de repente te sin darse cuenta y aprendiendo de forma práctica y con inovadoras ideas se llegó al final de la sesión …

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3 Real-World Examples

Use real-world examples to illustrate the importance of service standards. Share stories of exceptional customer service from within your organization or other renowned service providers. These narratives can inspire your team and give them a clear picture of what excellence looks like in action. Highlighting these examples also shows the tangible benefits of adhering to high service standards, such as increased customer satisfaction and loyalty.

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Marga Rovira Vidal

?En qué punto lo dejamos?
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Stortelling les encanta y rompe el hielo se sienten identificados y Wow… empiezan a explicar sus experiencias, sus realidades… todos aprendemos….

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4 Continuous Support

Continuous support is essential for lasting engagement. Make it clear that training doesn't end when the session is over. Offer resources for ongoing learning, such as handouts, online modules, or access to a mentorship program. Encourage questions and discussions about service standards beyond the training room, and be available to provide guidance. This ongoing support reinforces the importance of service standards and shows your team that you are invested in their continuous improvement.

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5 Recognize Achievement

Recognition goes a long way in keeping morale high. Acknowledge individuals who demonstrate a strong commitment to service standards or show improvement. This could be through verbal praise, certificates, or even a small reward. Celebrating these achievements not only boosts the individual's confidence but also motivates others to strive for excellence.

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Marga Rovira Vidal

?En qué punto lo dejamos?
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Tiene un efecto exponencial en su comportamiento, en su motivación, en sus ganas de seguir creciendo y aprendiendo… ?es magia?

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6 Feedback Loop

Establishing a feedback loop is critical for both engagement and improvement. Encourage your staff to share their thoughts on the training program and how it could be enhanced. Listen to their suggestions and make adjustments where necessary. This not only helps refine the program but also makes your team feel valued and heard, which can significantly increase their motivation to participate and apply what they've learned.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're leading a service standards training program. How do you keep your staff engaged and motivated?

1

2

3

4

5

6

7

1 Tailor Content

2 Interactive Learning

3 Real-World Examples

4 Continuous Support

5 Recognize Achievement

6 Feedback Loop

7 Here’s what else to consider

Service Operations

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You're leading a service standards training program. How do you keep your staff engaged and motivated?

1

2

3

4

5

6

7

1 Tailor Content

2 Interactive Learning

3 Real-World Examples

4 Continuous Support

5 Recognize Achievement

6 Feedback Loop

7 Here’s what else to consider

Service Operations

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