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Service Essentialsô For Managers!

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PROGRAMS

For Everyone
For Managers
For Telephone Service
For Email Service
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!

Managementís 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 donít 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

Participant Materials:
Participantís Manual:

The participantís 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 participantís 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 participantís manual includes one card for the learnerís reinforcement.

This program can be trained by someone in your organization.

The Service Essentials for Managers Trainerís 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.

Trainerís Kit Includes:

Participant Manual: The participantís 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 participantís manual to experience the learning process.

Facilitatorís Script: A step-by-step script for the facilitator to deliver the four modules of training to the staff. The facilitatorís guide is simple to follow and covers every detail for the novice trainer.

Facilitatorís 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.

PowerPoint Masters: All modules are supported by visuals. The training kit includes masters on a CD Rom for the facilitator to show during the training. A soft copy of the presentation (Created in Microsoftģ PowerPointģ) is included in the kit as well.

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.

To request a preview click on the button below.

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All programs available in train the trainer formats
Licensing agreements available for large volume
Training services available through Moran Consulting, Inc.

 

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