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www.CustomerServiceExperts.com | 2901 Riva Trace Parkway, Suite 100 Annapolis, MD 21401 | 888.770.7625
PVC PROGRAM TRAINING INITIATIVEDenver International Airport
Agenda
1.) Introduction
2.) Marketing Fund Overview
3.) PVC Training Program Overview
4.) Training Program Discussion
5.) Follow-up/Next Steps
Joint Marketing Fund
Expenditures- Marketing- Premium Value Concessions program- Customer service training- Concessions-focused Research
Marketing Update
Accomplished:- Advisory committee formed and meeting regularly- Mission statement- Research & SWOT- Brand architecture & key messaging
In Progress:- Triage plan: Concessions signage- 2014 Marketing plan
Training Program Overview
YOU MAY BE WONDERING:What is CSE’s experience creating and implementing training programs in airports?How will the content be designed?What type of training components will be included?How will it support and align with PVC?
CSE is a service development company specializing in improvingEMPLOYEE & CUSTOMER EXPERIENCES
Who We Are
Our work results in delighted, loyal customers and employees; and ultimately…GREATERSUCCESS.
Who We Are
Partners
IF YOU HAVE PEOPLE, WE CAN HELP! • Airport Concessions• Restaurant & Retail• Destination & Recreation• Financial Services• Higher Education • Government & Non-Profit
70 airport partners−and counting!LEADERS in service development for the airport
industry.
Instructional Design
PVC PROGRAM APPROACHMystery shop form standards
Alignment with PVC
Needs analysis:• Program results
• Category trending
• Tenant feedback
Program Components
1. COMMUNICATION & DEVELOPMENT
Service Vision alignment
Communication Campaign
Newsletter
Program Components
2. TRAINING
Management
Frontline/Specialty
Global
Training Content Specifics
MANAGEMENT EDUCATIONDuration 90 minutesSample Content:• Coaching & Accountability• Leading Service Recovery• Morale and Motivating• Directing and Delegating
Training Content Specifics
FRONT LINE EDUCATIONDuration 60 minutesSample Content:• Engaging Customers• Maximizing Sales• Information Gathering & Product Knowledge• Speed of Service & Efficiency
Training Content Specifics
GLOBAL EDUCATIONDuration 60 minutesSample Content:• PVC Mystery shopping form standards• First & Lasting Impressions• Airport Ambassador
Program Components
3. SUPPORT & SUSTAINRound Table Sessions:
Category specific mgmt sessions to review trends, best practices, opportunities for development
Ongoing Communication
Ongoing Activity
NEWSLETTER•Offered quarterly - announcing upcoming sessions, highlights from training, summary of round table sessions
MANAGEMENT TRAINING•4 sessions per quarter
FRONT LINE TRAINING•6 sessions per quarter
GLOBAL TRAINING•12 sessions per quarter
MANAGER ROUND TABLE SESSIONS•Offered quarterly
Activity Calendar
SAMPLE QUARTERLY ACTIVITYMonth 1 Month 2 Month 3
2 Management Sessions
4 Global Sessions
2 Specialty Sessions
Newsletter
2 Management Sessions
4 Global Sessions
2 Specialty Sessions
Manager Round Tables
4 Global Sessions
2 Specialty Sessions
PVC Support
Align with form standards and program results
Education and development
Point allocation for participation
Review
What can we clarify?
What do you like?
What can we change?
Did our recommendations meet your needs?
www.CustomerServiceExperts.com | 2901 Riva Trace Parkway, Suite 100 Annapolis, MD 21401 | 888.770.7625
THANK YOU!
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