Training @ SPOTHERO
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.
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.
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:
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….
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