Service Essentials™ TEC (For telephone, email, chat)

Help your staff make a winning first impression and maintain positive relationships. Instill in them the fundamentals skills on the telephone, via email, and other remote methods of communication to include live chat, texting, and Instant Messaging.

Topics Include:

Essential Practices for Email
Managing the Call
Essential Functions on the Telephone
CHAT (Live CHAT, Text, IM)

Technology has made it possible to communicate with customers in a variety of ways.

Service Essentials™ TEC (Telephone, Email and Chat) teaches your staff how to deliver customer service excellence via these various modes of communication, including texting and instant messaging (IM).

Service Essentials™ TEC covers:

Creating a service attitude before communicating with customers
Communicating effectively and clearly
Practicing a customer friendly tone of voice—both verbal and written
Knowing your audience
Showing respect and courteousness
Proofreading all written forms of communication
Managing email to avoid becoming overwhelmed
Managing the call process, from putting callers on hold to transferring calls and taking messages
Live chat, text, IM

Great service retains great customers.
According to the White House Office of Consumer Affairs, it’s six to seven times more costly to attract a new customer than it is to retain an existing one. This training program will teach your staff how to deliver customer service that will result in customers for life.

Service Essentials™ training is energizing.
Interaction and real-world experiences are built into the learning process. Through this enjoyable experience, your staff will have a renewed focus on courtesy.

It's easy to schedule.
Service Essentials™ TEC is a one-day training that can be delivered in a number of different formats, including on-site as well as via virtual webinars, to maximize the benefits for your organization.

It's customizable.
Case studies may be customized to demonstrate service issues directly related to your business.

It's lasting.
Each participant receives an Essential Practices Card. This pocket-sized tool provides a summary of critical skills and can be kept handy in the workplace to reinforce desired behaviors. Personal development plans may be built into your performance management system.

Service Essentials™ TEC Modules
The program's four modules give your staff the skills, attitude and awareness they need to please both your internal and external customers via telephone, email and chat.

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 participant 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: Four 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.

This program can be trained by someone in your organization.

Trainer's Kit

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.

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

Service Essentials™ TEC Modules

The program's four modules give your staff the skills, attitude and awareness they need to please both your internal and external customers via telephone, email and chat.

Craft a professional email message tailored to your audience.

Delivering customer service excellence via email

Everyone who uses email in your company can positively or negatively impact your business. The challenge is that the senders and receivers of email can’t be seen or heard, so the way we communicate via email requires a specific set of customer service skills that are different from face-to-face or telephone skills. This module will focus on the seven essential practices for email, which include using email with discretion, proper punctuation, understanding your audience and the importance of proofreading.

Cultivate a tone of voice that speaks volumes for your company.

Demonstrating outstanding telephone courtesy

When interacting with customers over the telephone, tone of voice is everything. This module will teach fundamental skills of excellent telephone courtesy. We will work with your staff members on tone of voice modification based on customer needs. This module includes our seven-step process for effectively handling any type of caller

Manage the call and solve the problem.

Facilitating successful calls from start to finish

This module will train your employees to effectively and efficiently handle the call process. From putting callers on hold to transferring calls to taking messages, this module covers it all.

Professionally communicate with customers via chat, text and instant messaging (IM).

Building relationships through instant communication

Chat, text and IM are becoming powerful, efficient ways for customers to communicate with you—and vice versa. Just as in telephone and email exchanges, these encounters require professional, precise and quick communication in a short period of time. This module will provide your employees with the knowledge and customer service skills they need when using these communication tools as part of their customer support and relationship building.

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.