Robert Moran, PresidentIn today's competitive marketplace, while a variety of elements go into creating a successful business— customer service is quintessential to every interaction the company has with a customer and often, separating companies that thrive from those that fail. Customer service goes beyond the point of purchase, and the inefficient delivery of service offerings can significantly affect business. Since limited time and resources make it challenging to build the most effective strategy—there is great pressure to prioritize its investment towards quality training of employees in customer service management.
By training your employees does not just drive sales and give you a definite competitive advantage but also reflect the core values of the organization and adhere to the company culture. In most cases, customer service representatives must be able to assist with various personalities and characters. This is where Moran Consulting is carving-out a niche for themselves. The company creates customized customer service training solutions for organizations to build a high-performance culture, align strategic vision with employee behavior, and empower employees to deliver excellent service.
At times, customer service training can be monotonous to a learner causing trainees to likely struggle with retaining the information. The training system must not only be efficient but effective. Rather than being viewed as an initiative or activity that helps staff get better, customer service management training should be considered an overall approach to systematic improvement covering in-depth perspective from both user sides. That is precisely why Robert Moran, founder of Moran Consulting created Service Essentials, a world-class customer service training program that aims to help organizations build better service teams and increase customer loyalty. The firm specializes in organization-wide customer service solutions that have the capacity and expertise to develop large-scale training programs across all departments.
Prior to onboarding, Moran Consulting identifies an organization’s training needs, and then develop customized training programs—regardless of the training objectives or content, its expertise in change management and delivery methodologies assures client success. Furthermore, these custom-tailored training modules will reflect the values of the client's organization with core business objectives in mind. Simulation of real-world experiences and interactions are built into the learning process.
Moran Consulting's training program consists of six fundamental modules and comprises of one- or two-hour training segments, to provide every level in the organization adequate skills, attitude, and awareness needed to please both internal and external customers. The six fundamental modules are attitude of service excellence, identifying customer needs, thoughtful body language and words, uncompromising service contact, resolving conflict and exceeding expectation. Moran Consulting uses the latest technology and blended-learning formats to assure learning anytime, anywhere. Training delivery may be divided up in several different formats to maximize the benefits— the company identifies the ideal delivery methods for training programs, whether that is via webinar, classroom instruction, remote learning, in-house training or train the trainer. In addition, participants receive step-by-step manuals and practice cards to guide them through the learning process. This includes exercises, reference material, self-tests, case-studies and more to reinforce concepts.
The company creates customized customer service training solutions for organizations to build a high-performance culture, align strategic vision with employee behavior, and empower employees to deliver excellent service
Since its inception in 1997, Moran Consulting has been helping government and private agencies rise to meet their challenges. The company has garnered a list of reputed clients over the years — Moran Consulting measures and tracks improvement for each partner to deliver sustainable change. In one instance, Moran Consulting's customized solutions helped a hospital in a large county government healthcare system increase its quality of care provided by the hospital 32 percent. This resulted in a 54.6 percent increase in quality of reputation of the hospital. Moving forward, the firm strives to stay on the forefront of innovating new training methods and programs, in a bid to be the catalyst— organizations turn to for dynamic, hands-on customer service training solutions for positive change.