Service Essentials™ For Everyone!
WWhether you are the person on the front line, or the one serving the front line, you touch customers. Everyone serving internal or external customers needs these fundamental skills!
Re-energize your staff with the required skills for excellent customer service. Six-modules comprised of essential practices for everyone will provide your staff with skills and awareness necessary to delight your internal and external customers. Training curriculum is available in one or two day formats.
Topics Include:
Module I
Getting your staff on board with service!
- Attitude of Excellent Service
Excellent service starts with the attitude of the individual service provider. This module helps learners see the connection between how they feel when receiving good and bad customer service and those feelings of the customers they serve.
Module 2
Hit the nail on the head in meeting your customer's needs!
- Identifying Customer Needs
Identifying the needs of customers is a skill that requires listening and probing. This module provides skill building in understanding how to identify customer needs.
Module 3
Energize your staff to perform award-winning service!
- Thoughtful Body Language and Words
Most of the communication with customers is through body language. This module provides practice in all areas of body language and words as it relates to service delivery.
Module 4
Every single interaction is an opportunity!
- Uncompromising Service at Every Contact Point
Each contact point with a customer is an opportunity to delight or disappoint. This module guides learners through a comprehensive analysis of their role, and the service contact points for which they are responsible.
Module 5
Turn lost revenue into increased revenue!
- Resolving Conflict
Customers get angry and your staff needs the skills to handle them. This module provides learners with a simple process to professionally handle difficult situations without taking the customer's anger personally.
Module 6
Let your customers grow your business for you!
- Exceeding Customer Expectations
It is the little things that make a big difference. This module focuses on the opportunities to exceed expectations in such a way that customers speak highly of your business to others.
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Participant Materials:
Participant Manual: The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, case studies, and action plans. Each participant of the training will need a participants manual to experience the learning process.
Essential Practices Card: The Essential Practices Card is a pocket-sized tool designed to serve as a daily reminder of the customer service practices that reinforce the desired behaviors. Each participant's manual includes one card for the learner's reinforcement.
Training Format: Six modules of training may be delivered in one or two days. Training delivery may be divided up in a number of different formats. Contact Moran Consulting, Inc. and we will be happy to give you some suggestions to maximize the benefits for your organization.
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This program can be trained by someone in your organization.
The Service Essentials™ Trainer's Kit includes all tools and information to train the program in-house. Moran Consulting offers training services in the event that you do not have in-house resources to deliver the training.
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Trainer's Kit Includes:
Participant Manual: The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, case studies, and action plans. Each participant of the training will need a participant's manual to experience the learning process.
Facilitator's Script: A step-by-step script for the facilitator to deliver the six modules of training to the staff. The facilitator's guide is simple to follow and covers every detail for the novice trainer.
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Facilitator's Guide: A step-by-step guide for the facilitator to organize the logistics of the training. The guide includes a comprehensive training checklist, tips for facilitation, and the learning objectives for each module.
Overhead Masters: All modules are supported by visuals. With the purchase of the training kit, you may produce your own overhead transparencies with the master copy. You will also receive a copy of the overhead masters on a disk in Microsoft PowerPoint format.
Pricing Information:
Please contact us for pricing information. service@moraninc.com
For groups larger than 100 participants special volume discounts and licensing agreements are available.
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