Module II
Manage the call and solve the problem!

Three Essential Functions

• Asking callers to hold
• Transferring calls
• Taking messages
• Assess your skills evaluation

	Service Essentials for Telephone 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 Trainer's 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. 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 Microsoft® PowerPoint®) 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.