Service Essentials™ for Everyone
Great Service Starts With the FundamentalsCustomer loyalty starts with the people who serve your customers. Service Essentials™ for Everyone gives every employee the shared skills, attitude and standards to deliver consistent service, customized to your organization and reinforced so it lasts.
Let’s Talk About Your ChallengeSix core training modules
Attitude of Service Excellence
Service excellence starts with the mindset of the individual. Learners connect their own experiences of good and bad service to the emotions their customers feel.
Identifying Customer Needs
A skill-building module on listening and probing, giving your team the tools to understand what customers need.
Thoughtful Body Language and Words
How to say no when the answer is not yes. Participants practice positive words and body language to deliver exceptional service.
Uncompromising Service Contact
Every contact point is a chance to delight or disappoint. Learners analyze the internal and external touchpoints they manage and how their actions shape the experience.
Resolving Conflict
A simple process for handling angry customers professionally, without taking their anger or actions personally.
Exceeding Expectations
Let your customers grow your business for you. The little things that lead customers to speak highly of you make the biggest difference.
of a national manufacturer’s customers said they were extremely satisfied after its teams completed Moran’s service training.
Signs of a service gap
These are often symptoms of a gap between what customers expect and what employees are equipped to deliver. Service Essentials™ for Everyone closes that gap by aligning your whole team around your goals and giving people the skills and confidence to provide great service.
Built Around Your Industry
Every industry has its own service pressures. Choose yours to see what we hear from organizations like yours and how Service Essentials™ helps.
Service Essentials™ for Healthcare
What We Hear- Patient experience shapes reputation, ratings and reimbursement.
- Stretched, stressed staff carry that pressure into every interaction.
Build empathy, communication and service recovery skills across clinical and non-clinical teams, from the front desk to the bedside.
See our healthcare results →Service Essentials™ for Government
What We Hear- Residents expect private-sector service from public agencies.
- Complex processes and handoffs between departments frustrate residents.
Create consistent, courteous service and smoother handoffs, so every department delivers the same experience.
See our government results →Service Essentials™ for Higher Education
What We Hear- Students and families expect fast, friendly answers from every office.
- How students feel treated affects enrollment and retention.
Give financial aid, admissions, registrar and every student-facing office the skills to deliver a student-centered experience.
See our education results →Service Essentials™ for Transportation
What We Hear- Frontline staff face more difficult and escalating public interactions.
- Rider experience and employee safety go hand in hand.
Build service and de-escalation skills, paired with Service Essentials™ for Safety and Service for operators, station staff and supervisors.
Explore Service Essentials™ for Safety and Service →Service Essentials™ for Utilities
What We Hear- Customers usually call when something is wrong: outages, billing or service changes.
- Empathy and first-call resolution drive satisfaction.
Strengthen empathy, tone and problem-solving skills for phone, email and field teams.
See our utility results →Service Essentials™ for Logistics
What We Hear- Service is judged on every delivery and every call.
- Teams spread across many locations need one consistent standard.
Build shared service standards and skills across locations, roles and shifts.
Read the logistics story →Service Essentials™ for Manufacturing
What We Hear- Customer loyalty depends on how teams handle orders, issues and follow-up.
- Handoffs between sales, operations and service reach the customer.
Build customer-focused behaviors across customer-facing and internal teams.
Read the manufacturing story →Service Essentials™ for Professional Services
What We Hear- Clients judge responsiveness as much as expertise.
- Relationships are built in every email, call and meeting.
Strengthen client communication, expectation-setting and service recovery skills.
See who we’ve worked with →Service Essentials™ for Associations & Nonprofits
What We Hear- Members and donors expect responsive, personal service.
- Small teams wear many hats.
Give staff practical service skills that strengthen member and donor relationships.
See who we’ve worked with →“This program helps to correct negative behaviors and teaches how to give respect to customers and employees.”
Service Essentials™ participantWhy Service Essentials™ for Everyone works
Great service retains great customers
Employees learn to deliver the kind of service that sets exceptional organizations apart, raising standards with customers and colleagues alike.
Builds confident teams
Interactive, real-world experiences and relatable examples address your team’s specific needs and renew their focus on service.
Easy to schedule
Delivered on-site by a Moran expert trainer in a one-day or two-day format, or by webinar for remote and global teams.
Customizable
Case studies can be customized to reflect the service issues your organization actually faces.
Built for how adults learn
High-energy, interactive sessions with individual assessments and action plans, so participants leave with takeaways they can use.
Lasting
Essential Practices Cards and personal development plans, which can be built into performance management, keep the skills in use.
Delivered the way your team works
In-house training
Webinars for remote and global teams
Train-the-trainer
Do-it-yourself trainer kits
What every participant receives
Participant Manual
A step-by-step guide for learners, with exercises, reference material, self-tests, practice work, case studies and action plans.
Essential Practices Card
A pocket-sized summary of the critical skills that participants keep handy at work to reinforce service-oriented behaviors.
Strengthen customer loyalty from the inside out
Talk with Moran about bringing Service Essentials™ for Everyone to your organization.
Let’s Talk About Your Challenge