What is Passion for Excellence?
The Passion for Excellence 2.0 program was initially designed to deliver peak performance for Service Advisors and frontline Customer Service employees. It has now been updated to accommodate all frontline employees. The program provides participants with advanced awareness and practical behavior techniques to strengthen interpersonal relations and handle the fast-changing workplace conditions due to the impact of Covid-19.
The program is designed to overlay new behaviors onto the current process, to help build trust and lower insecurities.
Participants learn proven behavioral techniques that allow them to take more control of customers with confidence and enthusiasm. Participants are empowered to move beyond their comfort zone and attain breakthrough goals. The program offers clear, practical solutions that provide certainty and consistency by sharing behavior techniques that can be audited and measured.
Even with well-planned classroom-scheduled training, programs suffer from disruption. Employees often take leave and are often pulled out of workshops due to the demands of the business. As a result, some fall behind and the benefits of the training are often compromised. Online delivery ensures that everyone will complete the program in its entirety. The modules can be accessed from anywhere at any time with a laptop, hand-held device, or desktop computer.
Frameworks online program provides clear answers and direction to the new challenges. The outcome is a more confident frontline that is capable of adapting to the new behavioral environment.
What are the objectives of this program?
- Deliver digital content that exceeds the effectiveness of on-the-ground classroom training.
- Following completion of the program, each will be more confident in managing customer relationships, relative to best practices, including Covid-19 alignment.
- Significantly raise motivation and self-belief to upgrade the frontline’s performance levels.
- Enable all frontline team members to look, sound, and act like experts.
Who will benefit from this program?
Therefore, the program is open to any frontline employee that interacts with customers, such as;
- Sales representatives
- Customer service representatives
How will the program be delivered?
Joint certification by Frameworks and the client is available for participants who complete the full program and final evaluation.
- 60 – 90 minutes per module (average)
- Optional starting dates
- Flexible delivery dates
- Minimal disruption to workflow
What’s in this program?
This program consists of:
- 7 modules
- 75 videos | 1hr 25m
- 2 simulations
Approximately 5hr 30m in total
What’s in every lesson?
- In-depth best practice video demonstrations with subtitles
- Supporting explanatory text and images
- Case studies and guided discussions
- Practical exercises and roleplay that relates to day-to-day work issues
What is the program content about?
The first series of lessons is designed to start each participant on a personal journey of discovery. Becoming aware of how participants are perceived by colleagues, managers, and customers is crucial. Everyone needs to be able to evaluate themselves in terms of image and presentation. Participants are required to record a short video of themselves (full guidance provided). The personal video is used as a basic measurement tool for improvement. Each individual video is owned by the participant. Videos are not shared unless permission is provided by the participant.
Assignments, case studies, demonstration videos, written text, and continuous testing make up the core content. Once completed, each participant is required to record a video that can be compared against their initial video. The outcome is a frontline that’s able to perform at a level that meets the high expectations of the brand and the customer. That’s the purpose of PfE. The program provides participants with the skills to do exactly that.
Module #1: You are the Star
Build a stronger self-image and improve your career prospects. The lesson aims to prove that if the participant is willing to buy into the program, they can achieve in all areas of their life. Video demonstrations, showing the outcomes of learning the techniques, are shared.
Module #2: Professional greetings and introductions
The techniques that always work (with COVID-19 updates). The objective is for the participant to understand the need to remove old habits and how to replace them with new habits that guarantee a consistent, professional greeting every time.
Module #3: Host your own show
Simple, but highly effective, media presentation techniques. The objective is to arm each participant with presentation techniques that allow them to present themselves, their brand, and their company to a standard that’s in line with the expectations of the brand. It’s been proven to work.
Module #4: New post-Covid-19 behaviors
Ensures wearing masks don’t impact communications negatively. Explanations and clear guidance that ensure participant feel secure in the way they communicate and behave in these uncertain times.
Module #5: Listen up
The foundation of all positive relationships. A recipe consisting of 7 profound yet easy techniques. The outcome is fewer complaints, less hostility, and higher levels of trust.
Module #6: Make it personal
Make your life easier by using correct language behavior. “Power of suggestion” scripts, keywords, and phrases that are designed to make customers more open to suggestions.
Module #7: Get on top
Proven behavior techniques to help you take control. Proven simple actions that shift the balance of power away from the customer and help the participants lead and control the process better.
Watch this to get started
Learning online has become a popular alternative to traditional learning methods in recent years due to the fact that it is, in many ways, more accessible and practical. As long as you have a computer and a reliable internet connection, you can connect from anywhere in the world.
At Frameworks, you will have access to a variety of methodology, such as:
- Pre-recorded video lessons that explain and provide you with demonstrations.
- Articles and video clips that offer additional perspectives on the lessons.
- Case studies
- Interactive chat rooms
- Individual and group exercise
- A variety of exercises
Throughout the program, our team is with you every step of the way. We encourage you and your fellow participants to discuss, swap relevant questions, and share articles. The more you can engage with your Coach and peers; the more productive and enjoyable your learning experience will be.
The most important requirement is a stable internet connection. While our online programs are accessible on mobile devices or tablets, we strongly encourage you to use a desktop or laptop to get the best experience possible. Having your own headphones or headset is also recommended, as generally, you will be watching a lot of videos.
Once you’ve signed up and received a confirmation email, you’re in. However, before you begin any module, the first step is to enroll in the module. Please check out your Program Guide for detailed instructions.