Reinforcing Training That Sticks
Did you know that what happens before and after training is even more important to making training stick than what happens during training? Even the most well-intentioned training programs often fail due to poor planning or poor follow-up. At Signature Worldwide, we organize ourselves around YOU to ensure your training is reinforced immediately following training through mystery shopping, coaching and on-going account management services.
Training reinforcement means we help identify what's working, what's not, who's not, and why not. With a training reinforcement plan, we provide practice through Coaching on Demand™ to ensure training participants apply and master their new skills back on the job. New employees receive the same, consistent message and your entire team continues to raise the bar post-training.
Your dedicated Signature Worldwide training account manager is committed to your program goals and results, helping you manage your people, the process, and recommending new goals for your follow-up training sessions.
Training reinforcement comes in many forms.
Because we understand that every client has different training needs, we use a variety of training reinforcement methods to ensure training success such as:
- On-site, face-to-face classroom training
- Online course development and asynchronous training
- Virtual, live trainer-facilitated blended learning, called Web Classrooms
- 30-Minute Mini-Training Sessions via teleconferencing
- Mystery Shopping
- Dedicated training account management
At Signature Worldwide, we recommend our clients take full advantage of all four parts of our unique training methodology, but if you only need us to reinforce your training, we can do that too!
Our front-line reinforcement solutions include:
Account Management Team including a Dedicated Account Manager
There is an entire, industry-specific team at Signature that is singularly focused on your success. Additionally, we will assign to you a dedicated Account Manager.
Monthly Customer Experience Training Refresher Sessions
These are short and interactive refresher training sessions that focus on one specific skill or concept, facilitated by a Signature trainer. These sessions are 30 minutes and employees only need a phone to participate.
Refresher Training Sessions
These sessions provide refresher training focused on key training topics delivered in earlier trainings to skills and ensure understanding. They are delivered virtually by a Signature trainer.
Program Driver Sessions
Account management team member will facilitate a program driver session with designated company management team members to discuss engagement, performance results, best practices and areas of focus moving forward. Session duration is 30 to 60 minutes, either by phone or virtually.
Signature Worldwide’s mystery shopping program, Connections by Signature™, provides a snapshot of the sales and service skills of employees from an outside customer perspective. This is an opportunity few companies utilize, but one that can make a marked difference in training effectiveness and bottom line results.
Call Scoring Evaluations
Scoring Evaluations of Recorded Customer Calls – as an alternative to Mystery Calls, Signature provides a snapshot of the sales and service skills of your employees by recording and evaluating real customer calls.
Every great team needs practice and Coaching-on-Demand™ is our popular role-play vehicle. Employees can call a Signature Worldwide “Coach” to practice a customer interaction in a private and positive one-on-one format—all at a time and place that is convenient to their schedule.
Monthly Engagement Report
This is a high-level report that tracks participation within key program components. This report will identify and highlight your most engaged and active training drivers.
Improve hospitality customer service skill training and hotel front desk training with the Signature Service SkillKit or Planner.