Online XE Guidance

Get ready for the latest exciting addition to XEC. We're merely weeks away from launching our online guidance programs. Online guidance is a 'virtual shop' - an interactive video/game that runs you through the essential elements of a typical evaluation. The module allows you to hone your skills as an XE, and will ensure you are aware of the fundamental requirements to complete the evaluation correctly. Not only that but it's also great fun! We will break the launch of our online guidance into two distinct phases: Phase 1 - McDonalds Specific guidance In early July we will launch our McDonalds guidance program. If you want to conduct a McDonalds evaluation you'll need to complete this guidance module.

Phase 2 - GBW generic online guidance

We're also close to launching our generic online guidance program, as an entry to GBW. Whilst it is targeted towards new XEs, we think everyone can benefit from the general guidance trips. We guarantee it's also a whole lot of fun! All XEs will complete this guidance session. Watch out for our launch in the near future.

We have developed a list of Frequently Asked Questions for the online guidance program.

Online Guidance - Frequently Asked Questions

Q: What is online guidance?
A: GBW is expanding a global web-based approach to XE guidance. We are enhancing paper-based instructions with a more effective online system to communicate the nature of your evaluations.

The guidance is a learning tool to familiarise you with the client standards and test your knowledge and understanding. Because it is visual and experiential -that is, it is like 'being there' - you will not only get confirmation about what to look for, you will find it easier to remember everything you need to do once you are at the real location.
We think you'll find it fun as well.

Q: Why is online guidance necessary?
A: Our XE numbers are growing rapidly worldwide. We need to assure ourselves and our clients we are providing all the assistance and support necessary for XEs to carry out their assignments successfully. Understandably, the biggest concern our clients have is how we can effectively manage such a large and dispersed number of people to deliver a quality result. The ability and integrity of our XE field force will be enhanced by the introduction of online guidance.

Q: How will it help me?
A: We believe you will find it worthwhile to run through of an actual 'customer experience' before you visit a real site. It is a great opportunity, even for experienced XEs. Check that you fully understand what observations need to be made, and the standards of service that apply for particular clients. It also provides practice in timing and memorizing information, as accuracy in recording your experience is critical.

GBW is committed to a worldwide 'community' of XEs who feel proud of their role in improving the standards of customer service for some of the most well-known brands in the world. The quality of your work is the basis upon which the success of our client programs rests - and we want to continuously provide you with opportunities to sharpen your skills.

Q: When will I have to complete online guidance?
A: In early July we will launch our McDonalds guidance program. If you want to conduct a McDonalds evaluation you'll need to complete this guidance module.

We will soon iintroduce a general GBW XE Guidance Module for all XEs regardless of location. This covers all the tasks and activities associated with a high performing XE. This module will be hot on the heels of our McDonalds module.

Q: Will I have to complete guidance before EVERY assignment?
A: No. XEs who successfully complete a client module will become 'Accredited XEs' for that client. You will then be able to select assignments for this client at any time. However, if you find you have not done one of these assignments for 3 months, you will need to complete the guidance again. Similarly, if you have not completed any evaluations for a three month period, you will be required to repeat the GBW XE Guidance Module.

Q: How do I access online guidance?
A: Log in and then select Online Guidance from the main menu. Then simply select the relevant guidance module that you'd like to complete. It's that easy!!

Q: What will I see?
A: The client guidance modules are a series of screens that replicate a typical client site. Each screen will ask a series of questions about what you are viewing. There will also be prompts to reinforce the meaning of service standards and other relevant instructions. The questions are designed to reinforce information in your XE paperwork.

Q: How will I know what to do?
A: You will find the module self-explanatory. Once you have answered the questions on a screen, you simply click on the 'Continue' button and the next screen will appear. You may see a screen that has 'Scroll Left' and 'Scroll Right' buttons. Simply hold your mouse (no need to click) over these buttons and the image/screen will move either left or right. This will expose an entire view of the current screen. This movement gives the impression of 'being in the outlet'. Be sure to move completely to the left or to the right to ensure you can observe everything and answer the questions accurately.

Some screens have timing components with 'Start Timing' and 'Stop Timing' buttons. The time is calculated by the program itself. You just need to record the time in the space provided. This reinforces the importance of the timing aspects of client programs.

Q: How will I know how I have done?
A: At the end of the module you will be asked to submit your answers and you will be given a score. You will need to get 100% to become an 'Accredited XE' because we expect a 100% accurate report when you are doing an actual evaluation.

Q: What if I don't get 100%?
A: You can do it again! We expect some people may have to complete the guidance 2 or 3 times before they achieve 100%. If you don't achieve the result the first time, consider where you went wrong and check that you understand what is required. Print out the instructions if you think it will help you. We want you to be 100% competent when you are conducting assignments. Repeating the guidance will improve your performance.

Q: Do I still need to read my XE Form?
A: Absolutely!! The guidance module may not cover every detail of the evaluation. Always read the scenario instructions, and follow these exactly. Always thoroughly read your forms and note all the elements you are required to observe and experience. Ensure you are clear about the definition of the service standard relating to each question.

Online guidance is not a substitute for the evaluation form.