1. Assess Service Performance Gap
In-House
Service
Excellence
Training
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2. How to develop
effective in-house
service excellence
training
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
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3. Step 2
Assess service
performance gap
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4. What is the Current
Performance?
• Memberships figures
• Business unit (dining room, coffee shop,
field bar) sales figures
• Records of complaints
• Membership satisfaction surveys
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5. What is the Current
Performance?
Supplementary quantitative information based
on direct observation, surveys and
questionnaires, interviews, focus groups, etc.
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6. What is the Current
Performance?
The type of information collected on current
performance is determined by
expectations of service excellence for
comparative purposes
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7. What is the Current
Performance?
Your objective is to compare the expected
(desired) behaviors and accomplishments
with current performance.
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8. What is the Performance Gap?
In other words
“What is the difference
between the service
standards the club would
like to offer and what is
currently being offered?”
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9. Three
dimensions
of a
Performance
1. Magnitude
2. Value
Gap
3. Urgency
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10. Performance Gap
Magnitude
How big and all encompassing the gap is
Is it prevalent throughout the organization
or simply local?
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11. Performance Gap
Value
How much the gap
represents to the
organization in terms of
revenues, profits or
cost savings.
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12. Performance Gap
Urgency
How quickly it must be resolved.
What are the consequences to the
organization if not immediately
handled?
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13. 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.
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