Phase I - Preparation
Inception meeting with Point Person; Introductory/orientation meeting for all employees; Desk research.
Phase II - Research
Inception mystery shopping, corporate culture survey, information gathering meetings and interviews.
Phase III - Design
Branded multi-media presentation with graphics and photos, generic music or client-supplied jingle; Coaching session for Service Leaders.
Phase IV - Learning and Development
Customized modules for top, middle, first-line and line employees.
Phase V - Sustainability
Coaching of In-House Coaches. Launch of the Service Excellence Circle.
Phase VI - Integration
Observing, monitoring, coaching and evaluating of staff to ensure that they are following the service standards.
Phase VII - Assessment and Reporting
Final report and assessment meeting.