Service Essentials™ for Everyone

To create a culture of excellent customer service you need everyone within your organization on board. With Service Essentials™ for Everyone, Moran’s fundamental solution, you’ll reenergize your entire staff with essential customer service skills.

With Service Essentials™ for Everyone, Moran’s fundamental solution, you’ll reenergize your entire staff with essential customer service skills.

This customer service training program covers:

• Attitude of service excellence
• Linking to your organization’s vision
• Identifying customer needs
• Thoughtful body language
• Tone of voice
• Positive word choice
• How to say “No”
• Handling angry customers
• Service recovery
• Exceeding expectations

Great service retains great customers.
We estimate that 69% of lost customers don’t return because of bad service. Service Essentials™ for Everyone will give your employees the skills they need to not just satisfy customers, but to keep them returning to your business again and again.

Service Essentials™ for Everyone is energizing.
Interaction and real-world experiences are built into the learning process.

It’s easy to schedule.
We offer one-day or two-day training options. Training delivery may be divided up in a number of different formats 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 behavior-based.
Individual assessment and action plans are included for improvement.

It resonates.
Each participant receives an Essential Practices Card, a pocket-sized tool providing a summary of critical skills and can be kept handy in the workplace to reinforce desired behaviors.

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 customer service practices that reinforce the desired behaviors. Each participant’s manual includes one card for the learner’s reinforcement.

Training Format: Six 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 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.

Service Essentials™ for Everyone Modules