Organization-wide Culture Change Customer Service Standards

Service Essentials™ Reinforcement Program

With Service Essentials™ Reinforcement, you can reinforce the skills and behavior expected within your organization to sustain a culture of customer service excellence—in just 30 minutes a week.

This customer service training program is designed to support the fundamentals of great customer service:

  • Attitude of Service Excellence
  • Linking to Your Organization's Vision
  • Identifying Customer Needs
  • Thoughtful Body Language
  • Tone of Voice
  • Positive Word Choice
  • How to Say "No"
  • Handling Angry Customers
  • Service Recovery
  • Exceeding Expectations

Lead teams that deliver great customer service.
Service Essentials™ Reinforcement helps your managers lead teams that deliver exceptional customer service. Sessions are designed for managers to conduct at their regular meetings. This easy-to-implement training program will get results—from bringing customers back to improving your company image; increasing staff morale to decreasing turnover; and ensuring continuous reinforcement of excellent customer service.

Service Essentials™ Reinforcement is energizing.
Interaction and real-world experiences are built into the learning process.

It's easy to schedule.
This reinforcement training program can be delivered by managers and supervisors in a half-day training session, and is ready to use the moment your staff is trained.

It's customizable.
The Moran team will help you assess the current level of service in your organization to determine which of the 25 available reinforcement models you will need to build a better customer service team. Once the modules have been selected, the activities within the modules will be customized to demonstrate service issues directly related to your business.

It's sustainable.
Incorporating the modules into regular meetings with line level employees builds a sustainable set of customer-focused behaviors in the members of the team. Your staff will know that great customer service is a priority for the entire organization.

Service Essentials™ Reinforcement Modules

 Service Essentials™ Reinforcement Modules

This program’s 25 modules are designed so that your managers can conduct them at their regular meetings. The following are a few examples of the modules your organization may require.

Discover the connection between how learners feel when receiving good and bad customer service and how their customers feel.

Discover the connection between how learners feel when receiving good and bad customer service and how their customers feel.

Make the connection – how do you bring the organizations vision to life through your daily work? This mini-module shows you how.

Explore how to identify customer needs for both the internal and external customer.

Practice demonstrating good body language when communicating face-to-face with customers.

Help your employees perfect their tone of voice and customize their tone based on the customers’ needs.

Understand some words are fight-starters and some are bridges of speech. Learn the word choices to stay away from and practice the words that delight customers.

Teach users how to say 'no' when the answer is not 'yes'.

Give learners a simple process to professionally handle difficult situations without taking customers’ anger personally.

Identify how to turn disappointed customers into delighted customers.

Focus on opportunities to exceed expectations so customers speak highly of your business to others.

Delivery Methods

Choose from the following delivery methods:

  • In-House Trainings: Bring your employees together to interact, problem-solve and build great teams together.
  • Webinars: Ideal if you have global and remote teams that make it challenging to have everyone together in one place at one time.
  • Train the Trainer: Moran will help you identify and train your in-house talent who, in turn, will train your other team members.
  • Do-It-Yourself: With our trainer kits, your organization's training team can learn to deliver our program to your entire team.

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