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Development Journal (P1) - Synel UK

Introduction to Special Assignments

What are Special Assignments?

Special Assignments are practical activities designed to:

  • Help you apply newly discovered skills in your role (the majority of learning occurs on-the-job, not in a classroom).
  • Encourage self-improvement by reflecting on your behaviour (studying and documenting your experiences helps you to improve the way you work).

In summary, Special Assignments aren't just a 'tick box' exercise, they actually help you to learn!

How long will the Special Assignments last for?

There are three topics to focus on. Each topic has a series of Special Assignments. We've allocated 2 weeks per topic, so in total the Phase One Special Assignments will last for 6 weeks.

So what's the Approach to completing the Special Assignments?

  • Step 1: Familiarise - Thoroughly read through the Special Assignments for each topic and be sure you understand how to apply them in your role. If you require further clarification then speak to your line manager.
  • Step 2: Apply - You have two weeks to apply the skills from each topic in your role.
  • Step 3: Track - Document your expereinces in this Development Journal. Please include details such as; Customer details or name of Colleague involved in the interaction. Information can be written or presented in the form of a file link, email link, screenshot etc.
  • Step 4: Review - Update your manager at least once a week with your progress.
  • Step 5: Submit - Upon completing the final topic, email your completed Development Journal to your manager to demonstrate the results you have achieved.

Schedule

  • Topic One: Service Levels Framework™ / Keeping Customers Informed Wednesday 23rd January 2019 - Friday 8th February 2019
  • Topic Two: Using Positive and Persuasive Language Monday 11th February 2019 - Friday 22nd February 2019
  • Topic Three: Creating a Seamless Customer Experience Monday 25th February 2019 - Friday 8th March 2019

Topic One: Wednesday 23rd January 2019 - Friday 8th February 2019

Service Levels Framework™ / Keeping Customers Informed

Special Assignment: Look for opportunities to deliver Outcome-Focused (Level 4) Service to your Customers, even if you're under pressure or don't like the person due to their attitude/behaviour.

Performance Results: Provide examples of interactions where:

  • a.) In the past, you would have delivered 'Level 2' or 'Level 3' Service to your Customer's.
  • b.) Now, you consistently deliver 'Level 4' Service.
  • c.) You've experienced tangible improvements by delivering 'Level 4' Service.

Topic One: Wednesday 23rd January 2019 - Friday 8th February 2019

Service Levels Framework™ / Keeping Customers Informed

Special Assignment: Look for opportunities to deliver Outcome-Focused (Level 4) Service to your Colleagues, even if you're under pressure or don't like the person due to their attitude/behaviour.

Performance Results: Provide examples of interactions where:

  • a.) In the past, you would have delivered 'Level 2' or 'Level 3' Service to your Colleagues.
  • b.) Now, you consistently deliver 'Level 4' Service.
  • c.) You've experienced tangible improvements by delivering 'Level 4' Service.

Topic Two: Monday 11th February 2019 - Friday 22nd February 2019

Using Positive and Persuasive Language

Special Assignment: Look for opportunities to use Responsive language ("What I/we can do" or "The best person to speak with" or "Fortunately, I have identified the following alternatives") instead of Defeatist language ("All I can do" or "I can only" or "I don't know!").

Performance Results: Provide examples of interactions where:

  • a.) In the past, you have unintentionally or intentionally used Defeatist language.
  • b.) Now, you intentionally use Responsive language.
  • c.) You've experienced tangible improvements by using positive and persuasive language.

Topic Two: Monday 11th February 2019 - Friday 22nd February 2019

Using Positive and Persuasive Language

Special Assignment: Look for opportunities to use Informative language ("Based on" or "Due to" or "As a result of") and Reducing language ("Currently" or "At the moment" or "On this occasion") instead of Negative Priming language ("Unfortunately" or "I 'm afraid").

Performance Results: Provide examples of interactions where:

  • a.) In the past, you have unintentionally or intentionally used Negative Priming language.
  • b.) Now, you intentionally use Informative language and Reducing language.
  • c.) You've experienced tangible improvements by using positive and persuasive language.

Topic Three: Monday 25th February 2019 - Friday 8th March 2019

Creating a Seamless Customer Experience

Special Assignment: Your responsibility is to ensure Synel's shortfalls are handled in a seamless manner to protect the Customer's experience and maintain their trust. Avoid: Subconscious Attention Seeking (sharing your frustrations with Customer's), Lying, and Brutal Honesty (not considering the impact your comments have on the Customer's perception of Synel.

Performance Results: Provide examples of interactions where:

  • a.) In the past, you have unintentionally or intentionally used Subconscious Attention Seeking, Lying and Brutal Honesty with Customer's.
  • b.) Now, you intentionally handle shortfalls in a seamless manner to protect the Customer's experience and maintain their trust.
  • c.) You've experienced tangible improvements by creating a seamless customer experience.

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