Customized Customer Service Training That Changes Behavior
Service Essentials™ is Moran Consulting’s highly customized customer service training program for employees and leaders. We use your organization’s real customer situations, service challenges and expectations to build practical skills employees can apply immediately.
Let’s Talk About Your Challengeoptions
above average
satisfaction in one year
Practical Service Skills. Customized to Your Organization.
Excellent customer experiences depend on more than a script. Moran connects service expectations to the real situations employees face, then builds practical skills, shared standards and reinforcement around those expectations.
Service Essentials™ for Everyone
The foundation: attitude of service, identifying customer needs, communication, handling difficult situations and service recovery for every employee.
ExploreService Essentials™ for Leaders
Equips managers and supervisors to coach, reinforce and sustain exceptional service and lasting change.
ExploreService Essentials™ Plus
Everything in Service Essentials™ for Everyone, plus tools to master email, phone and chat.
ExploreService Essentials™ TEC
Four focused modules for serving internal and external customers by telephone, email and chat.
ExploreSafety and Service
Prevention, de-escalation and recovery skills for employees facing more impatient and escalated customer situations.
ExploreSustainable Reinforcement
Short modules managers lead in regular meetings so new service behaviors keep taking hold.
ExploreOnline & Webinar Delivery
Facilitator-led 60–90 minute virtual sessions for remote, distributed and multi-location teams.
ExploreWhy organizations choose Service Essentials™
Customized to Your Reality
We do not use a one-size-fits-all approach. Moran adapts examples, behaviors, tools and delivery to your organization, workforce and customer experience goals.
Learn moreBuilt to Support the Larger Goal
Training may be the solution, or one part of a broader effort involving service standards, leadership alignment, employee engagement, reinforcement and measurement.
Learn moreDelivered the way your organization works
Programs can be customized by role, delivery environment and organizational goal, with measurement incorporated where appropriate.
Facilitated Learning
Moran facilitators bring customized, interactive learning to your organization, connecting skills to your people, customers and operating reality.
Train-the-Trainer
Build internal ownership by preparing your trainers and leaders to deliver Service Essentials™ and reinforce the behaviors over time.
Internal Delivery
Equip internal trainers with facilitator materials, activities and guidance to deliver learning consistently.
Virtual Learning
Interactive virtual delivery makes service development accessible to remote, distributed and multi-location teams.
“Our guests come from around the world and demand five-star service. It is because of Service Essentials™ that our staff can deliver on that expectation. This training solution is a cornerstone of our ability to maintain our reputation for excellence.”
Hospitality client · Fine-dining restaurantService Essentials™ for Organization-Wide Change
The same proven program can also become the behavioral foundation for organization-wide change—strengthening teamwork, internal service and accountability.
Strengthen Customer Loyalty
Talk with Moran about the customer experience you want to create.
Let’s Talk About Your Challenge