Job Performance
Airport Service Quality (ASQ)- surveys conducted by Airports Council International (ACI)
KPIs to guide and govern design of a program
Customer Service & De-escalation
Tools: Articulate Storyline, Synthesia, Adobe Express, PowerPoint, Excel, Word
Analysis
Impetus for Action
Consistent reports of escalated customers (internal and external)
Decreasing ASQ scores
Upcoming grand opening of a new airport terminal
No formal customer service & de-escalation training has been required or provided
Research & Discovery
The perfect storm of recent escalations, decreasing customer satisfaction scores, and a pending Day One for our new terminal prompted research and discovery to provide a solution for employees in our target audience: Customer Experience, Ground Transportation, and Security.
Customer satisfaction data was analyzed and interviews were conducted with employees in the target audience to help us identify areas of opportunity.
Areas of Opportunity Identified
Safety & Security
Customer Satisfaction
Customer Experience
Employee Experience
KPIs Defined (see image)
Performance objectives
Desired Results
Audience
These groups were designated, each with unique needs:
Group 1: Current employees in the target audience
Group 2: Future new hires in the target audience
Group 3: All business units outside the target audience
Image from program strategy shared with stakeholders
Design
Evergreen Program
Upfront instruction on best practices and techniques
Annual in-person role play
Quarterly support sessions
Phase 1
An eLearning curriculum provides instruction for all current employees in the target audience, along with future new hires. These modules teach best practices for providing customer service, as well as de-escalation techniques. Future new hires are assigned the modules as part of their onboarding, also including a virtual practice session.
Phase 2
An in-person workshop provides opportunity for cross-functional groups to practice the techniques they learned. The workshop is 90 minutes, led by either a professional facilitator or team manager/supervisor. It is refreshed every year with new scenarios for role play and updated processes.
Phase 3
A 30-minute support session is held for the target audience each quarter. This provides a safe space for employees to voice their concerns and share experiences they have had with internal clients, suppliers, and paying customers.
Copy of Facilitator Guide _ Customer Service & De-escalation _ redacted.pdfScroll through the Facilitation Guide
Outside of Pamphlet (trifold)
Inside of Pamphlet (trifold)
Development
Phase 1
Group 1: Vetted dozens of modules in our LMS subscription and ultimately chose 6-7 that are tailored to our learners' roles.
Group 2: Complete the online curriculum, but also an asynchronous practice session that presents scenarios acted out by avatars. The user selects preferable techniques and dialogue, receiving feedback along the way.
Group 3: Complete an online curriculum tailored to their roles because (1) it will be "all hands on deck" for the opening of our new terminal, and (2) during a time of dynamic change management, we need guidance and techniques to cultivate healthy working relationships.
Phase 2
Facilitation guide: follows Gagne's Events of Instruction
Role-play scenarios: authored by SME partners and myself, based on experiences shared with me during employee interviews.
Pamphlet: contains takeaways and techniques for the employees to reference during the workshop and to use in their moments of need.
Phase 3
Collaborated with SMEs, department leaders, Human Resources partners to develop a framework and calendar for the support sessions.
Implementation
Developed a tiered timeline for implementation that allows different groups to phase into the program when necessary.
Implementation timeline
Evaluation
Our goals are to ensure safety & security, increase customer satisfaction, enhance customer experience, improve employee engagement & retention. Each one can be measured quantitatively and correlated to data collected by the Project Owners.
Surveys will be administered according to role: individual contributors, supervisors, managers, and department leaders. Data to be collected includes how they feel about their skills and capabilities, supervisor and manager observations, and leadership satisfaction. Data will be collected immediately following the in-person workshop, and then again 3 months later to measure growth.
Evidence of Impact
Too early to evaluate
Sample Facilitator Guide
Photo Credits: Beth Hollerich, @JacDecNEW
Toolbox Talks
Tools: Articulate Storyline, Synthesia, Adobe Express, PowerPoint, Word, LMS
Analysis
Impetus for Action
Duplicative efforts revealed itself - two separate teams released different safety training for the same topic at the same time.
Safety talks were not being reported properly for tracking - creates a compliance predicament.
Research & Discovery
Interviewed stakeholders and SMEs to uncover the following:
Adoptions rates were low
Supervisors were not turning in names for tracking
Delivery methods were inconsistent
Lack of accountability makes it easy for supervisors to approach safety talks with complacency
Supervisors lack confidence and/or best practices for effective delivery and discussion methods
Areas of Opportunity Identified
Lack of...
Confidence
Consistency
Accountability
Incentive
KPIs Defined
Supervisor reporting will increase.
Supervisors will implement the 7 Tips to Level Up Your Toolbox Talks.
Dialogue and collaboration will materialize on social learning platform.
Audience
Safety Committee
Team leads, supervisors, managers, directors in Airline Services, Field Maintenance, and Facilities Maintenance.
Image from program strategy shared with stakeholders
Design
Evergreen Program
Upfront instruction on best practices and techniques
Monthly practice
Social learning platform
Build Confidence
Assign the Toolbox Talks at ACAA module to learn 7 Tips to Level Up Your Safety Talks.
Encourage audience to shadow a high performer on another team.
Invite them to collaborate in a learning community.
Establish Consistency
Provide a standardized flyer template and facilitator guide.
Enforce Accountability
Add discussion documentation to the roster/signature sheet.
Secure commitment from leadership that they will follow up to ensure Toolbox Talks are happening.
Provide Incentive
Talent Development Team - feature high performers on LMS as Learning Influencers
Safety Committee - institute a rewards system
Leadership - catch them "doing it well"
Toolbox Talks _ redacted.mp4Watch the Toolbox Talks video
Development
Online Instruction
Toolbox Talks at ACAA - features a video hosted by an avatar who walks them through the new process and instructs on best practices.
Toolbox Talks Resources
Standardized facilitator guide template and sample
New roster/signature page with discussion documentation
Learning Community
Platform on LMS - design & maintenance
Screen capture of the Safety Learning Community
Implementation
All of the following solutions were shared during a monthly Safety Committee meeting, to make all stakeholders aware of the new program and expectations.
Online Instruction
Required assignment on LMS for supervisors who deliver Toolbox Talks. Expectation is that they follow the new process and "7 Tips" protocol going foward.
Toolbox Talks Resources
The templates and samples were delivered to the Workplace Safety Manager to be used for monthly Toolbox Talks.
Learning Community
All employees in the target audience were invited to collaborate in the community. Monthly Toolbox Talks are posted here, along with supplemental safety updates and alerts. All members of the community are encouraged to share new information and ideas on the platform.
Image of new airport terminal construction
Photo Credit: Beth Hollerich
Evaluation
Follow-up with Workplace Safety Manager and Training Manager
Are supervisors in compliance?
Is the process working?
Do the supervisors demonstrate the 7 skills?
Are team members participating during discussions?
Evidence of Impact
Stakeholders were pleased with the impact of our new program. They decided to apply the new process and resources to the training regimen that prepares our workforce to operate the new airport terminal.
Storyboard excerpt in Google doc
Motivating Extroverts and Introverts
Microlearning Module - made with Articulate Storyline and Audacity
According to Gallup's Q12 survey, only 20% of the global workforce reports feeling engaged at work. Less engaged workers = lower productivity, higher absenteeism, and less profitability. One of the easiest ways to engage workers is to connect with their personality traits and activate their preferred working styles.
I developed a microlearning project that demonstrates a people management solution for motivating team members with diverse personalities. In summary, how to get the best from extroverts and introverts by knowing what energizes them so you can engage their strengths.