Selling Training by the Numbers
(Published by International Society for Performance
Improvement Fall 2003)
The traditional
measurement approach, The Kirkpatrick Model, provides a balanced
picture of the learning experience by measuring satisfaction
(Level I), learning (Level II), behavior change (Level III), and
results (Level IV). In addition to these four levels, others like
Dr. Jack Phillips are promoting a fifth level of training
measurement—Return On Investment.
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Service Recovery: What To Do When The Customer Gets More
Than He Bargained For
(Published by Bonded Builders, Spring 2005)
Mistakes are inevitable in a high volume service business.
More important than the mistakes you make are the actions you take
and the speed with which you take them to make things right.
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Article
A Day of Unexpected Pleasure-Customer Service the
Ritz-Carlton Way
(Published by International Society for Performance
Improvement Fall 2005)
My wife and I celebrated our 10th
anniversary over Memorial Day and decided to escape from our three
kids for a day. Wanting to surprise my wife with a small reward
for putting up with me for the last 10 years, I booked a deluxe,
lakefront room at the Ritz-Carlton (at $400 a night) because of
its international reputation for exceptional service. Turns out I
got a bargain.
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Article
