Implementation Plan

Implementing UP Your Service! College is done in close consultation with those responsible for upgrading service and building a superior service culture inside your organization.

The Implementation Plan is an initial sequence for us to help you succeed with your customers and your colleagues. We work closely with members of your senior management team and/or your service steering committee.

Preparation Stage

Step One:

• Review your service quality concerns
• Prioritize your service improvement objectives

Step Two:

• Confirm Letter of Agreement
• Complete Client License Agreement (CLA1)

Step Three:

• Receive Client Welcome Kit
• Complete "Getting to Know You" and Course Customization Questonnaires
• Select Internal Certified Course Leader (ICCL) canditates (optional)

Delivery Stage

Step Four:

• Prepare and Customize Management Workshops
• Conduct Senior Management Workshops
  • Course 100 and culture building activity review
• Conduct Middle Management Workshops
  • Course 100 and culture building implementation planning

Step Five:

• Customize Course Leader Certification Program (CLCP)
• Conduct CLCP - Course 100
• Obtain Course Video Sets - Course 100
• Provide observation and coaching for ICCLs

Step Six:

• Conduct Course 100 for supervisors and frontline staff
  • Conducted by ICCLs or External Certified Course Leaders (ECCLs)

Follow-Through Stage

Step Seven:

• Implement and track service improvements
• Repeat Steps Four, Five & Six
  • Course 200: "Building Service Partnerships"
  • Course 300: "Increase Customer Loyalty"
• Continually reinforce service culture building activities

Learn more about the College Curriculum.

Learn more about the Course Methodology.

Learn more about the Certified Course Leaders.

Learn more about the Culture Building Activities.