Service Essentials™ Plus
Everything in Service Essentials™ for Everyone, plus the communication skills today’s customers expect on email, phone and chat. Our most comprehensive program helps every employee deliver consistent service in every channel, customized to your organization.
Let’s Talk About Your ChallengeTen training modules
Attitude of Service Excellence
Learners connect their own experiences of good and bad service to what their customers feel.
Identifying Customer Needs
Listening and probing skills to understand what customers need.
Thoughtful Body Language and Words
Using body language and positive communication together to deliver exceptional service.
Uncompromising Service Contact
Examining the touchpoints each person manages and how their actions shape the experience.
Resolving Conflict
A simple process for handling difficult customers without taking it personally.
Exceeding Expectations
The little things that lead customers to speak highly of you.
Essential Practices for Email
Seven practices, including discretion, punctuation, knowing your audience and proofreading.
Managing the Call
Telephone courtesy, where tone of voice is everything.
Essential Functions on the Telephone
Holds, transfers and messages, handled from start to finish.
Chat, Text and IM
Professional, precise and quick communication in instant channels.
Most customer conversations happen on email, phone and chat. Every one of them shapes loyalty.
Signs of a service and communication gap
When service challenges combine with communication issues, revenue, customer satisfaction and employee morale all suffer. Service Essentials™ Plus builds a shared service foundation, then adds the communication practices your team uses every day.
A service foundation, plus communication in every channel
External service rated excellent or good at a regional public utility, from baseline to follow-up survey after service training.
“This program clearly defines how to better perform our job and how to deal with our customers.”
Service Essentials™ participantWhy Service Essentials™ Plus 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.
Deliver consistent service in every channel
Talk with Moran about Service Essentials™ Plus for your organization.
Let’s Talk About Your Challenge