ISS aims to create workplaces for its clients that make life easier, more productive, and more pleasant. Under the name "Placemaker Workshop," the ISS Group has launched a training program designed to embed a service culture among all employees across all ISS country organizations, thereby ensuring global consistency in our services. Brigitte Hotz, Head of Talent Management at ISS Switzerland, offers an insight.
Brigitte Hotz, Head of Talent Management, ISS Switzerland
Brigitte Hotz has headed the Training and Continuing Education division at ISS Switzerland since 2008. She is responsible for the training program for ISS apprentices, the talent and training programs for junior staff and managers, and the internal continuing education programs for ISS specialists. A trained HR professional, she holds postgraduate degrees in Psychosocial Management (MAS FHNW), Career Coaching (CAS FH), and Educational Management (DAS FHNW).
Brigitte Hotz, why did ISS launch the Placemaker Workshop?
Our employees provide a wide range of services every day and address a diverse array of customer concerns. At ISS, we believe in “People Make Places.” By this, we don’t just mean the standardized delivery of services. Our employees play a central role. They provide an optimal work environment where people can work productively, meet with colleagues, and exchange ideas. They make the difference because they are close to the customers and create those personal moments of service.
What are ISS’s goals in this regard?
With this program, we aim to strengthen the ISS service culture among our employees and teach them how to put our value proposition into practice for our customers. In line with our vision, this means, specifically: supporting customers and making their lives easier, more productive, and more enjoyable. This requires that employees understand customers’ needs and reflect on their own conduct. Every single employee contributes to customer satisfaction - and thus to ISS’s business success - through their work and behavior.
Who exactly is this program aimed at?
Employees who work in operational roles and have direct contact with customers. We strive for a diverse mix of participants from various functions and service areas. The broader the exchange of experiences, the greater the learning success. In addition to the basic workshop, we offer a module for managers. Our goal is to train 1,000 employees per year. In 2022, 620 people attended the workshop. This year, 761 employees had participated by mid-year.
How is the workshop structured?
The half-day workshop is interactive and practice-oriented. The exercises focus on three key topics: operational efficiency, service interactions, and a sense of belonging. Through role-playing and group work, participants discuss real-life service situations and develop personal approaches to handling them. For example, what should a cleaning staff member do if the equipment fails in a client’s meeting room in the evening and the client confronts them about it? How should one behave when encountering someone in the stairwell or in the office space? When does a client need help? When does a client want to work undisturbed? This exchange of experiences with colleagues is incredibly instructive, as it allows them to better understand their own role in the service chain in a playful way; they share personal experiences and best practices, thereby strengthening their own skills. The workshop also serves as a platform to make employees aware of their colleagues’ needs, thereby fostering a sense of belonging within the team.
How does ISS ensure the learning objectives are met?
The workshop is deliberately designed to be highly visual, interactive, and practical so that even employees without perfect language skills can achieve the learning objectives. Upon completion, participants receive a certificate and a mini-brochure that summarizes the key points of the workshop and includes personal notes and ideas for improvement. To ensure that theory is put into practice, supervisors support the transfer of learning.
What has been the experience so far?
The positive feedback from employees is a direct sign of appreciation. Day-to-day work is demanding. The exchange provides participants with fresh ideas and inspiration. What could be done differently? What other solutions are there for my tasks? Participants feel that they are not alone in facing their daily challenges. This fosters a sense of connection both with colleagues and with ISS. During the workshop, most participants realize the contribution their work makes to the success of their clients and of ISS. This makes them proud and motivates them to remain committed.
And what are the benefits for our clients?
Clients appreciate that ISS promotes employee development and, in doing so, drives the continuous improvement of service quality. Additionally, the program proves its value in change management processes. Whether it’s to instill our service culture in new employees or to support existing teams transitioning to a different service area as part of an organizational restructuring, I’m convinced that the Placemaker Workshop helps us further strengthen our service culture and has a positive impact on customer satisfaction.