Moran Consulting Inc. Development Tools

Customer Service for Managers

Inspire Managers to Inspire Staff! Energize your Managers to create an environment that works for your customers and your staff. Managers set the stage for customer service excellence. This comprehensive training process will build the infrastructure for excellent service. Four half-day training modules include: Module I Inspire People! Management's role is to model essential practices that are exemplary for the front line staff. Your managers will master the following essential practices: Generating a spirit of service Leading by example Developing your people Building trust Focus the organization on customer needs Module 2 Managing Feedback and Communication! Organizations renown for customer service excellence take feedback from customers and front line staff seriously! Your managers will master the skills to manage feedback and communication thus improving your service and your business. Build systems for getting customer and staff feedback Create strategies for responding to feedback Generate positive energy through feedback Module 3 Measuring Service! Do you know what is most important to your customers about your service? Are you measuring it? Your managers will master a simple yet comprehensive approach to measuring service that will excite people. Design measures for service areas that are important to your customers Build measurement into organizational and staff performance Make measurement fun and motivating for everyone Module 4 Recognizing Excellence! Staff recognition is often the first to falter when the going gets rough. Many times managers don't have the skills or the time to recognize others. Your managers will master the skills of recognition, both formal and informal, and create strategies to build excellence into performance. Identify what people value about working for you Develop service standards and build them into jobs Energize staff to delight customers through effective recognition
	Service Essentials for Managers Participant Materials Participant's Manual: The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-assessments, practice exercises, case studies and action plans. Each participant of the training will need a participant's 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. This program can be trained by someone in your organization.
The Service Essential™ for Managers - 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. 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 four modules of training to the staff. The facilitator's guide is simple to follow and covers every detail for the novice trainer. 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. 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.

an internet professionals site