CSC Service Institute | Level 2

Level 2 of the CSC Service Institute by Performance Matters encompasses a comprehensive curriculum to enhance attendees’ skills and knowledge of conducting interviews, customer account management, customer on-site visits, value-added service, route growth, service agreement extensions, and more. The following is a high-level topic overview for the 2.5-day training session. 

Interviewing 

• Analyze, review, and practice the fundamentals of interviewing skills 
• Establish an interview process to execute consistently 
• Communication after the interview 

Creating New Hire Lasting First Impressions 

• Preparation and communication
• Setting and communicating clear expectations for the role 
• The benefits of providing ongoing training 

Account Management Basics 

• It is critical to understand why the customer has our service 
• Are you, your route rep, and the customer aligned on how the service program works? 
• Who are the essential contact people at an account? 
• Accounts receivable fundamentals 

Value-Added Service 

• What is value-added service? 
• Is value-added service only for large accounts?
• When and how to set customer service expectations 

Route Growth

• How to identify growth opportunities for the business and the customer 
• How to acquire and utilize product knowledge, features, and benefits 
• Do we need to measure results with Goals and KPIs – Do you have them? Do you need them? 
• Create customer awareness for available solutions 
• Product availability – coordination with production and stockroom 
• Do you need marketing material? How do you communicate the message? 
• How and when to share solutions with the customer 
• When and how to sample items
• Tracking samples for inventory management and proper invoicing

Customer On-Site Visits

• Define and understand WHY customer on-site visits are necessary and impactful 
• Difference between reactive and proactive customer visits, and how to handle them 
• Review the strategic logic used to select customers for on-site visits 
• Create memorable customer visits 
• Impactful follow-up communication 
• Record keeping for future reference 

Service Agreement Extensions 

• Why do we have service agreements? 
• What’s the difference between contract renewals and service agreement extensions? 
• How do you explain your terms and conditions?
• Why is there a need to extend a service agreement? 
• How and when to extend a service agreement 

Mastering Leadership 

• How are you developing leadership skills for yourself? 
• How are you developing your route reps’ leadership skills? 

SMART Goal Presentations

Each attendee will select a SMART Goal and present what they have chosen and their detailed next steps, the X to Y by When logic.

I will conduct a complimentary two-week follow-up via a Microsoft Teams call to check on the status of their SMART Goal. This follow-up is an extended value of the training session designed to provide support and guidance, ensuring the skills and knowledge gained during the training are effectively applied.