Uber & Apple

Developing Facilitation Skills @ Uber & Apple

Apple Inc. is an American multinational technology company headquartered in Cupertino, California. The company was founded as Apple Computer Company on April 1, 1976, by Steve Wozniak, Steve Jobs and Ronald Wayne to develop and sell Wozniak's Apple I personal computer. It was incorporated by Jobs and Wozniak as Apple Computer, Inc. in 1977.

Uber Technologies, Inc. provides ride-hailing services, food delivery, and freight transport. It is headquartered in San Francisco and operates in approximately 70 countries and 10,000 cities around the world. The company was founded in 2009.

Problem to solve

Uber and Apple boast expansive global support networks employing various modalities such as chat, phone, and in-person assistance. These tech giants prioritize delivering exceptional customer experiences ingrained in their organizational DNA, driving substantial investments into the training and development of customer-facing personnel.

The challenge arises in scaling these training programs across diverse geographies and sites, particularly considering the presence of in-house teams and an extensive network of vendors delivering customer service on behalf of the companies.

In this scenario, building and expanding a community of capable training facilitators becomes imperative, as they serve as linchpins in ensuring consistent, high-quality training standards across the multifaceted support network, ultimately shaping employees into genuine advocates and builders of customer loyalty for both Apple and Uber.

The significance of developing proficient facilitators is underscored by the need to maintain a unified and exemplary customer experience across a complex and expansive operational landscape.

Project

My Role and Collaborators

The project involved creating and implementing a scalable Facilitator Development and Certification Program aimed at expanding our facilitator network. This program was designed to equip facilitators with a solid understanding of adult learning principles and the skills to translate that knowledge into engaging and impactful learning experiences. The certification process integrated company nuances and customer service philosophy, ensuring facilitators embody the desired standards.

The Facilitator Certification program was characterized by hands-on activities, spanning multiple days. It concluded with participants developing and delivering a sample training session, ideally incorporating learned topics. Crucially, facilitators were expected to exemplify customer service standards in the classroom, mirroring the level of service expected with company customers.

Overall, the program was designed to be interactive, enjoyable, and memorable, fostering an experience that facilitators can seamlessly carry into their classroom engagements.

My Role and Collaborators

Upon joining both companies, I enhanced existing Facilitator Certification programs by collaborating with Global and Regional L&D teams.

This involved integrating engaging activities, customizing content to align with the specific Line of Business realities, and delivering the program across my assigned regions: Asia-Pacific for Apple and Europe, Middle-East, and Africa for Uber.

I successfully trained and certified over 100 facilitators across both companies.

Beyond certification, I continued to provide ongoing support to the facilitator network, implementing up-skilling interventions as needed.

Artem Ivanenko - Global Talent Development Leader

I help companies to make people the key driver of organisations' success.

Developing Facilitation Skills @ Uber & Apple

Problem to solve

Project

My Role and Collaborators

My Role and Collaborators

My Role and Collaborators

My Role and Collaborators

My Role and Collaborators

Artem Ivanenko - Global Talent Development Leader

I help companies to make people the key driver of organisations' success.

Developing Facilitation Skills @ Uber & Apple

Problem to solve

Project

My Role and Collaborators

My Role and Collaborators

My Role and Collaborators

My Role and Collaborators

My Role and Collaborators

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