• Determine Desired Performance - Senior Management Interviews. Gaining clarity as to the desired performance levels that represent a growth-oriented and sustainable way of doing business will begin the process to articulate the desired culture for the organization.
• Web-Based Survey for Managers - Identify Gaps in the Desired Performance versus the Current Performance. Moran Consulting will work with your team to administer a survey capturing service improvement opportunities and identify gaps in the current culture versus the desired state.
• Align Senior Management - Align Senior Managers to Embrace the Desired Performance. Understanding that the organization is changing to provide a more streamlined service delivery, Senior management will determine the measures that are most critical in assuring that the organization is moving in the desired direction.
• Service Essentials for Managers - This is a more in-depth course for managers to focus on building the infrastructure for the new customer service culture. In addition, the course builds the leadership skills of managers to create a customer service culture.
• All Staff Training - As a result of the survey and interviews, Moran Consulting will customize a program for all staff. Topics may include Attitude of Excellent Service, Identifying Customer Needs, Thoughtful Body Language and Words, Uncompromising Service at Every Contact Point, Resolving Conflict and Exceeding Customer Expectations.
• Continue Improvement Process - Changes in the organization will include new processes for work areas that will enhance customer service. Moran Consulting may work with you to embrace the expertise of the front line through process improvement teams.
• Design Accountability - Long lasting results will stem from day to day accountability in achieving established customer service standards.
• Follow-Up - Ensuring lasting results, Moran Consulting will provide the management team with a detailed follow-up plan which may include daily, weekly, monthly, and quarterly tasks for managers to maintain and reinforce the new culture.
• Post-Measure of Results - Moran Consulting will work with you to conduct a post measure of success. For more information about our Organization-wide Culture Change services, please contact us at service@moraninc.com.

For more information about our Organization-wide Culture Change service please contact us at service@moraninc.com.