Learn How to Build a Sustainable, Company-Wide Leadership Framework.
Discover a Model for Developing an Effective Asynchronous Customer Service Program.
Understand the Benefits of Long-Term Training Partnerships for Culture and Retention.
Learn How to Build a Sustainable, Company-Wide Leadership Framework.
Terra Greenhouses aimed to build a concrete and sustainable framework that would suit any single person in entry-level, seasonal front-line staff, or management positions, indefinitely. The collaboration resulted in multiple training solutions, including customized 2-day workshops for managers , and participation in MCE's Future Ready Leadership 1 (FRL1) and Future Ready Leadership 2 (FRL2) open-seat programs. ✔ By 2019, 26 participants had completed the customized manager's workshop, and 46 participants had graduated from the FRL programs (38 FRL1, 8 FRL2). ✔ This demonstrates a successful model for maintaining consistency in training across the organization and integrating company culture at the front-line level.
Discover a Model for Developing an Effective Asynchronous Customer Service Program.
The partnership evolved to address the need for customer service training via an asynchronous module. The result was a customized online course titled 'Creating Exceptional Customer Service'. ✔ This pilot program includes 5 modules embedded with Terra Greenhouses' own customer service frameworks and models. ✔ This solution offers a blueprint for how a company can work with a training partner to create a cost-effective, high-reach online solution designed to meet the needs of all employees.
Understand the Benefits of Long-Term Training Partnerships for Culture and Retention.
The relationship between MCE and Terra has lasted for 7 years and counting, a duration that the HR Manager states would not have happened "if there were no results". ✔ MCE's contribution is credited with facilitating a common, leadership-focused language within the organization, which has helped Terra Greenhouses attain its mission to develop inspired leadership. ✔ A primary goal of the program was to boost employee retention. The case suggests the creation of inspired leadership and a common language contributes to achieving this goal and providing the best customer experience.