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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 telephone service practices that
reinforce the desired behaviors. Each participant manual includes
one card for the learner’s reinforcement.
Training
Format:
Three
modules of training may be delivered in one half-day or 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.
This
program can be trained by someone in your organization.
The Service
Essentials for Telephone Trainers Kit includes all of the
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 six 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@customerservicetraining.net.
For groups larger than 100
participants, special volume discounts and licensing
agreements are available.
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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