Training @ SPOTHERO

What got us here, isn’t what’s going to get us THERE…..

TIMELINE

May 2013- Kate and Leah were hired to scale the CS

dept. aka Hero Pod.

Feb 2014- Terrance was hired as 1st FT

Customer Hero.

Summer 2014- Nate and Meg joined on during the ‘busy

season’ aka Summer.

Winter 2015-Jordan defected to Supply and the 1st

iteration of the ‘Hero Manual’ started to take

form.

Spring/Summer 2015- Newer

Heroes(Senior now) started to join the

pod.

April 2014- Series A Round- $4.5 Mil.

Summer 2015- Series B Round- 20

Mil.

Fall/Winter 2015- Filled WFM position-Alex and a new crop

of Heroes came onboard throughout

the winter.

Winter 2016- MORE growth

with FT/PT Heroes and our

1st Hero Manager

position filled.

Spring 2016-New office, new class of Heroes but same

mission.

THE HERO

POD

Where we were…..• No formal training program or

dedicated trainer. (learn on the job approach)

• What’s QA? • No strategic direction of new

hire lifecycle.• No library of best practices/

SOP’s for systems and etc. • Early stages of defining job

scope and workflows in the organization.

• No KPI’s to measure training and quality and impact on business and ROI.

Where we are…..

TRAINING MISSION:

To build a sustainable, agile and COLLABORATIVE training workflow/program, set to enhance and improve our brand of customer experience and embolden our Heroes to provide QUALITY service with confidence and PERSONALITY.

TRAINING LIFECYLCE-New Hires

• SH Tools• SH ‘Policies’• Finding your Hero voice• Comm. Guidelines• Macros

• Delivering Happiness

• Understanding: Supply and Tech

• Intro to QA• Intro to Metrics

• Monthly 101• Supply Requests• Understanding:

Mktg/Tech• HIT Assessment

30 Days: 60 Days:

90 Days:

KNOWLEDGE MANAGMENT

Where we’re going….

TRAINING MODULES

QA PLAYBOOK/LIBRARY

The Towies: • Best bonding and rapport with an unhappy

customer• Best Overview• Best Valid Tow Response• Best Monthly Close• Best Lot Full Resolution• Best apology for rude attendant • Many more to come….

KNOWLEDGE MANAGEMENT

BEFORE

• Functional but not enhanced

• Lacked social/crowd sourcing component.

• Search capabilities were a joke

• No integration with other services/systems

• Authoring tools were basic

• No analytics/viewership dashboard

TRANSITIONING TO…..

QUESTIONS?