Focused Learning through Tipping Points – The Quality Ambassador continued

Training & Coaching specialist aha! TALENTEXPERTS has been successfully implementing the concept of the Quality Ambassador for several years in various sectors, including Health Care, Tourism, Retail and New Media. Relevant to any sales or service project in need for consistently high quality levels, the so-called Tipping Points (also referred to as customer contact points) have a strong influence on overall performance quality. As a result, continuous training on these important points is vital to ensure lasting success. Typical examples are: Opening of a conversation, closing techniques, determination of needs, benefit presentation and dealing with objections.

In order to emphasize the significance and relevance of the scheme to businesses, the following discussion gives a detailed insight into the Tipping Point training system by defining central terms, introducing key concept elements, illustrating the implementation process, added value and distinct benefits.

The Tipping Point training system

What is a tipping point?

A Tipping Point defines the specific moments in a business conversation, meeting, sales/service call or negotiation that need to be optimized in order to meet previously set expectations. Every encounter typically includes several of these Tipping Points that show a clear need for action.

What is the starting point?

Many Sales, Service and Support centers share the same issues: Costs are too high, time and resources are scarce – hence the quality suffers. Therefore, extensive trainings and coachings are in great demand. These are meant to enhance the motivation and performance of employees quickly and sustainably. However, the desired effects stay away in many cases.

What is the challenge?

The challenge is to understand the end client’s expectations, translate them into comprehensible behavioral guidelines and convey them to employees both continuously and encouragingly. The client rates an encounter according to four criteria: Pace, friendliness, accuracy and resolution rates. The Tipping Point training system ensures top results in all of these four criteria.

How are Tipping Points identified?

The initial definition of the Tipping Points takes place in a short workshop and in conjunction with the specialists of aha! TALENTEXPERTS, i.e. dedicated Tipping Point trainers and the client’s respective project/performance managers. This includes the identification of a distinct internal business language and of formulations relevant to specific processes.

Who takes care of the implementation of Tipping Points?

In order to push the Tipping Point button and enable a positive change, so-called multipliers are vital. These are selected employees of the client organization trained by the aha! TALENTEXPERTS team with a series of trainings. The short sessions help the employees focus on the key Tipping Points with the help of jointly developed “scripts”. This motivating training process is called “Tipping Point Lesson”.

What is a script?

The script includes the methodical presentation guidelines and helps the multiplier precisely convey the Tipping Points to the employee. Hence special training skills are not required. Besides, there is a separate script for each Tipping Point and all relevant visuals and worksheets are prepared by the trainers in advance.

What does a Tipping Point Lesson look like?

Tipping Point lessons are small learning units of 30 minutes including a maximum of five employees. Each unit covers one Tipping Point. Focusing on one topic within a short timeframe allows the issues to be trained which are most relevant to the employee. A systematic script-based presentation and dedicated worksheets lead to fast learning outcomes and the immediate transfer of practices. The Tipping Point training system further leads to a minimal decline of the employees’ availability, as these will still be able to take part in normal daily business. Plus, the compactly scheduled training sessions result in almost no time loss for participants.

How are the multipliers being prepared for their role?

The multiplier training is divided into two blocks: The first block teaches the basics “Role & Understanding” in order to get familiar with the Tipping Point training system. This includes an introduction into the production of scripts. In the second slot, the previously defined Tipping Points are elaborated. This is where the script is written, presentation tips are given and the first Tipping Point Lesson is designed. Moreover, the presentation of the lesson is practiced with the help of the trainers. Overall, the multipliers receive the necessary tools for a stirring, inspiring and sustainable Tipping Point Lesson.

When will the first Tipping Point Lesson take place?

The first Tipping Point Lesson follows on the third day of training and is held by the trainer and the multiplier. This way, the script can be turned into practice instantly. The feedback from both multipliers and trainers reinforces the former in their roles, while leading to greater security and routine. In the second block, the multipliers initially practice the script with a trainer and then with fellow colleagues. The advantage: Employees are already trained on key Tipping Points during the multipliers’ training phase.

Summary: What does the overall process look like?

The selection and training of multipliers requires the Tipping Points to be defined first. These are identified by the client and the training specialists. In the next step, multipliers are selected based on the Tipping Points. The multipliers then receive a basic training on the training system. After that, the defined points are individually elaborated and turned into a script, serving as a basis for the multiplier’s Tipping Point Lesson.

  1. Definition of Tipping Points
  2. Selection of multipliers
  3. Basic workshop “Role & Understanding”
  4. Writing and practicing of the script
  5. Implementation of Tipping Point Lessons
  6. The self-learning organization

Why opt for Tipping Points? What is my added value?

The long-term objective is to create a self-learning client organization enabling independent preparation, documentation and communication of relevant Tipping Points. The aha! TALENTEXPERTS team provides the necessary tools.

The main advantage is the institution of the Tipping Point Lesson, a short, intense training session, whereby the definition of key Tipping Points by the aha! TALENTEXPERTS trainer team guarantees the reduction of complex issues into simple messages. These can be communicated effectively in 30 minutes only and repeated at any time with own resources.

From a content point of view, the Tipping Point Lessons are carefully adapted to individual needs. The entire process allows a high level of individualization too: Depending on the number of Tipping Points, they can be extended or shortened. The scripts are prepared by the client himself or the aha! TALENTEXPERTS team following a detailed briefing.

The SELLBYTEL Group’s vast experience in Sales, Service and Support projects along with the constant optimization of processes and notable sensitivity for clients’ individual requirements have greatly favored the development of the Tipping Point Training System. Additionally, the outsourcing specialist’s brand values of maximum transparency, efficiency and highest quality are continuously challenging aha! TALENTEXPERTS to innovate viable and effective training schemes for both internal purposes and external clients.

 

Would you also like to benefit from our unique Tipping Point training system?

Please contact:

Harald Sontowski

Managing Director aha! TALENTEXPERTS

Phone +49 911 9339 6512

Mobile +49 172 9443 085

Fax +49 911 9339 5200

Harald.Sontowski@ahatalentexperts.de

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