1. Service Excellence & Competencies 21 February 2014 VPHC, Pontiac Land Group, 21 February 2014

2. Where Dreams Come True A great way to fly When our customers feel this sense of belonging, our stores become a haven, a break from the worries outside, a place where you can meet with friends GREAT SERVICE COMPANIES VPHC, Pontiac Land Group, 21 February 2014 2

3. GREAT SERVICE COMPANIES VPHC, Pontiac Land Group, 21 February 2014 3

4. DELIVERING THE PROMISE, DELIVERING THE EXPERIENCE SERVICE Promise CUSTOMER Promise BRAND Promise SERVICE EXCELLENCE IS … RIGHT PEOPLE, RIGHT COMPETENCIES VPHC, Pontiac Land Group, 21 February 2014 4

5. Competencies for Service Excellence Stringent Recruitment & Selection Process Investment in Learning & Development, continuously Successful Delivery & Quality Control (Measure & Manage Performance) Rewards & Recognition (Internalize Motivation & Pride) Career Planning & Retention COMPETENCIES FOR SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February 2014 5

6. COMPETENCIES AT EVERY LEVEL Customer Frontliners Managers & Supervisors Leadership How we hire How we train How we deliver How we reward How we promote VPHC, Pontiac Land Group, 21 February 2014 6

7. Recruitment Processes Interviewers Candidates e.g. Frontliners COMPETENCIES - RECRUITMENT & SELECTION VPHC, Pontiac Land Group, 21 February 2014 7

8. WHAT RECRUITMENT COMPETENCIES DO WE NEED? VPHC, Pontiac Land Group, 21 February 2014 8 4

9. WHAT TYPE OF CANDIDATES DO WE NEED? VPHC, Pontiac Land Group, 21 February 2014 9

10. RECRUITMENT COMPETENCIES - FRONTLINERS Frontliner Attributes Customer Focus, Empathetic Service Soft skills & EQ Culture Fit & Core Values e.g. teamwork, integrity, accountability Technical competence Learning Attitude & Agility Performance Orientation & Potential VPHC, Pontiac Land Group, 21 February 2014 10

11. RECRUITMENT COMPETENCIES - INTERVIEWERS Interviewer Skills Listening Skills Conversational Skills Interviewing Guide Interviewer Training Consistency Provide good closure VPHC, Pontiac Land Group, 21 February 2014 11

12. RECRUITMENT COMPETENCIES - HR PROCESSES Recruitment & Selection Processes Understanding Business Needs & Job Description Application Form Interview Panels & Process Reference Checks Sourcing Strategy Employer Branding VPHC, Pontiac Land Group, 21 February 2014 12

13. L&D OBJECTIVE IN SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February 2014 13

14. L&D Processes Trainer/ Manager Employee/ Learner COMPETENCIES - LEARNING & DEVELOPMENT VPHC, Pontiac Land Group, 21 February 2014 14

15. RECRUITMENT COMPETENCIES - L&D PROCESSES L&D Processes Onboarding Senior Management Involvement Learning Roadmap Blended Learning Approaches Value of Networking & Creating Connections A Learning Organization VPHC, Pontiac Land Group, 21 February 2014 15

16. RECRUITMENT COMPETENCIES - TRAINERS Trainer/Manager Skills Service Champion & Change Agent Technical Competence & Credentials Engaging Presentation, with Varied Approaches Effective Listening, with Practical Application Learning Attitude & Agility Role Model & Walk-the-Talk VPHC, Pontiac Land Group, 21 February 2014 16

17. L&D OBJECTIVE IN SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February 2014 17

18. L&D OBJECTIVE IN SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February 2014 18 Knowledge & Skills Attitude

19. Tell me and I forget. Teach me and I learn. Involve me and I remember. Benjamin Franklin L&D OBJECTIVE IN SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February 2014 19

20. On the JobFrom Others From Training Experience Exposure Education L&D OBJECTIVE IN SERVICE EXCELLENCE VPHC, Pontiac Land Group, 21 February 2014 20

21. COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February 2014 21

22. Your most unhappy customers are your greatest source of learning. Bill Gates Well done is better than well said Benjamin Franklin If we keep doing what we are doing, we’ll keep getting what we are getting Stephen Covey COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February 2014 22

23. Service Quality & Innovation Processes Teamwork Employee COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February 2014 23

24. COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February 2014 24

25. Individual & Team Ownership Problem- solving Decision- making Communications Empowerment Service Recovery COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February 2014 25

26. Service Quality & Innovation Processes Service Vision & Procedures Checklists Service Audits & Mystery Shopper Customer Surveys, Compliments, Complaints, Gap Analysis Pre- & Post Briefings Service Quality & Innovation Committee COMPETENCIES - DELIVERY & CONSISTENCY VPHC, Pontiac Land Group, 21 February 2014 26

27. COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February 2014 27

28. COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February 2014 28

29. HR Processes & Company Culture Manager Employee COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February 2014 29

30. HR Processes & Company Culture High Performing Work Culture Robust Appraisal System Tangible & Intangible Rewards Senior Management Endorsement Symbolic Ceremonial Events Publicity & Visibility COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February 2014 30

31. Manager Regular feedback Coaching & Mentoring Builds Trust (Fair & Objective) Leverage Team Diversity & Teamwork Have Passion, Be Genuine Give (not take) Credit, Provide Opportunities to showcase staff talents COMPETENCIES - REWARDS & RECOGNITION VPHC, Pontiac Land Group, 21 February 2014 31

32. HR Processes Manager Employee COMPETENCIES - CAREER PLANNING & RETENTION VPHC, Pontiac Land Group, 21 February 2014 32

33. COMPETENCIES - CAREER PLANNING & RETENTION Defining Opportunities Understanding Capabilities & Aspirations Right Person, Right Job, Right Time Progression Tracking Build Career Coaching Conversations VPHC, Pontiac Land Group, 21 February 2014 33

34. HR Processes Robust Talent Management System Job Family, Job Grading, Career Pathing Open Communications, Flexibility & Career Coaching Varied Engagement Avenues Senior Management Endorsement Succession Planning COMPETENCIES - CAREER PLANNING & RETENTION VPHC, Pontiac Land Group, 21 February 2014 34

35. Discussion VPHC, Pontiac Land Group, 21 February 2014 35

36. DISCUSSION What is your Worst Customer Service Experience ? VPHC, Pontiac Land Group, 21 February 2014 36

37. DISCUSSION What is your Experience with Bosses ? What Competencies are Lacking ? VPHC, Pontiac Land Group, 21 February 2014 37

38. DISCUSSION VPHC, Pontiac Land Group, 21 February 2014 38 Think of a Difficult or Non-performing Employee or Colleague … What are the Competency Gaps? Which part of the process has failed – Recruitment, L&D, Mgmt ? What can be Done Better ?

39. The Service Excellence Journey … DEFINE (&REFINE) (Mgmt) DIRECT (Head of Dept) DEVELOP (Mgrs, Supervisors, L&D) DELIVER (Frontline Service Staff) Brand Promise Customer Promise Service Promise Execution & Consistency Employee Promise VPHC, Pontiac Land Group, 21 February 2014 39

40. Thank You VPHC, Pontiac Land Group, 21 February 2014 40