Training
REINFORCEMENT TRAINING REINFORCEMENT COMBATS THE FORGETTING CURVE
Adult learners will forget the information, skills or behaviors originally trained if reinforcement does not take place.
Why Do We Need to Reinforce?
There are many training companies out there that offer training. And, while they may do a satisfactory job delivering initial training, Signature Worldwide has world class results when it comes to providing initial skill and behavior development. But what we know is training does not stop there, because the forgetting curve is so prevalent in adult learning without reinforcement. Our proven process continues the training journey using reinforcement to ensure the skills learned are recalled and able to be applied to drive your business outcomes.
Signature’s “Path to Success” combating the forgetting curve is made up of four key elements: On-going Measurement; Coaching; Skill Refreshers; Driving Results to ensure training sticks.
ON-GOING MEASUREMENT
The first component of reinforcement we employ to ensure training sticks is ongoing measurement. Our measurement of the skills and behaviors taught to your team provides valuable information for coaching team members as well as metrics to understand ongoing improvement. Our measurement toolkit includes Mystery Shopping Calls and feedback tools that are reported on through our proprietary reporting system, Ascend. Our proven measurement methods include:
Ongoing measurement of how your team is employing the skills and behaviors learned in training is a critical part of the ongoing reinforcement process. It provides an unbiased form of feedback that identifies areas for coaching and encourages employee accountability for providing legendary customer service.
Mystery Shopping Calls
Signature Worldwide’s mystery shopping program 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.
Recorded Call Scoring Evaluations
As an alternative to Mystery Calls, Signature can score and report on your recorded customer calls, providing a snapshot of the sales and service skills of your employees Evaluation of real customer calls.
Mystery Shopping Calls Direct Feedback Forms
Signature's new Ascend functionality is crafted to enhance the efficiency of feedback and coaching processes integral to utilizing the results of Mystery Shopping Call interactions. Through this system, managers and employees gain access to documented feedback, enabling them to pinpoint and discuss areas of excellence as well as areas for improvement. This insightful feedback loop is facilitated within Signature Worldwide's proprietary online reporting system, Ascend, providing scored customer interactions for ongoing measurement of sales and customer service skills that are part of an integrated training program.
COACHING
The next element of our reinforcement program provides in-the-moment-for your employees. Our experienced coaching team creates opportunities for your team members to connect, review skills and behaviors learned in the initial training, and role play scenarios to help practice and drive long-term development and skill retention. Effective coaching tools we employ include:
Coaching-on-Demand™
Every great team needs practice and Coaching-on-Demand™ is our popular role-play vehicle. Employees can call a Signature Worldwide “Coach” to practice customer interaction skills in a private and positive one-on-one format—all at a time and place that is convenient to their schedule.
Outbound Coaching Calls
We recognize your team can be busy and may need a scheduled coaching interaction, which is why Signature also provides a coaching interaction for employees that can be scheduled at a specific time. A Signature Worldwide “Coach” reaches out to your team members to practice customer interaction skills in a private and positive one-on-one format.
Coaching Direct Feedback On Mystery Shopping Calls
Signature’s coaching team will provide direct feedback to your team, after reviewing a designated number of quality assurance calls. Your employees are provided access to documented feedback, enabling them to identify areas of excellence delivered during the call, as well as areas for improvement. This actionable feedback is facilitated within Signature Worldwide's reporting system, Ascend, and is sent directly to the employee and others designated to receive such feedback (e.g., manager or supervisor).
SKILL REFRESHER
The third piece involved in our path to successful skill development focuses on spaced learning. This comes in the form of instructor-led training refresher which can be delivered in person or virtually and can vary in length. We have refreshers that are 20 - 30 minutes, and we have refreshers that are up to a half-day. By understanding your team’s needs we work to build a skill refresher cadence that best fits your team’s availability and experience. Our most popular skill refresher training sessions Include:
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 20 - 30 minutes and employees only need a phone to participate. Clients enjoy our vast library of relevant topics available in our highly interactive, intimate group adult learning environment. These sessions are delivered frequently to accommodate your team’s busy schedule.
Instructor-led Virtual Refresher Training Sessions
These sessions provide refresher training focused on key training topics delivered in earlier trainings to ensure understanding. They are delivered virtually by a Signature trainer and range from 1 to 3 hours in length.
Instructor-led On-site Refresher Training Visits
Signature’s instructor returns to your location several times per year to continuously build the performance of your employees. New employees will be “brought up to speed,” while seasoned veterans are coached on the development of new techniques. Reinforcement visits are tailored to continue skill development and drive performance results.
DRIVING RESULTS
The final component of our ongoing reinforcement program keeps focus on the primary business objectives of skill development. One of the hallmarks of Signature’s partnership with clients is our close collaboration with key client management to ensure achievement of training goals and business outcoming. Helping clients improve metrics and drive financial results producing a robust return on their training investment.
Program Driver Sessions
Signature’s account manager will regularly meet with your management team and location leadership to review your employees’ performance relative to the skills trained and the business goals established at the beginning of our process. These meetings utilize engagement reports that track your team’s progress and identify opportunities to further develop skills to produce results.
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 assign you a Dedicated Account Manager.
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.
Testimonials Reasons to Love Us
See why our clients value what we do, in their own words.
Proven Process Make the Difference
By putting Signature's Proven Process to work, our hotel customers realize higher call conversion rates, increased sales, improved customer satisfaction, and great referrals from guests.
