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CSC Service Institute | Level 1
September 18, 2024 - September 20, 2024
The CSC Service Institute for Industry Service Management, formerly known as Coaches Clinic by Performance Matters, is a multi-level Certified Service Training that aims to provide top-notch training and development to Service Teams. This strategic process offered assists Member Service Management in improving teams and implementing the best Route Service training practices and strategies within businesses.
The multi-level certification process will assist every service leader in increasing their knowledge and skill set. The topics for the Level 1 Class focus on strategic areas a service leader can refine and reinforce with their route representative.
- Industry Overview
- Leadership
- Leaders vs. Managers
- Moving from Peer to Manager
- Managing Your Schedule
- Service Communications
- How to Provide Effective Feedback
- How to Handle Customer Questions & Concerns
- RSR Delivery Best Practices
- New Account Installations
- Route Safety
- At the Locations, On the Truck, At the Customer’s Site
- Getting to Know Your RSRs
- How to Track, Review, and Share KPI Results
- Value-Added Route Rides
- Performing Daily Check-In’s
- The Art of Effective Weekly 1:1s
- Service Meetings
- Goal Setting: SMART (Specific, Measurable, Attainable, Relevant, Time-Based) Goals
- Each attendee presents their SMART GOAL at the session.
- Ongoing accountability with follow up on Goals specific to each attendee: 2 weeks after the session and 30/60/90 days after the session providing additional takeaway value to track the status of SMART Goals and progress via Microsoft Teams calls.
