BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//CSCNetwork - ECPv6.17.5.1//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-ORIGINAL-URL:https://networkcsc.com
X-WR-CALDESC:Events for CSCNetwork
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:America/Chicago
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:20230312T080000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:20231105T070000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:20240310T080000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:20241103T070000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:20250309T080000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:20251102T070000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;VALUE=DATE:20240916
DTEND;VALUE=DATE:20240919
DTSTAMP:20240703T162511Z
CREATED:20231009T164625Z
LAST-MODIFIED:20240703T162511Z
UID:5951-1726444800-1726703999@networkcsc.com
SUMMARY:CSC Service Institute | Level 2
DESCRIPTION: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.  \nInterviewing  \n\nAnalyze\, review\, and practice the fundamentals of interviewing skills \nEstablish an interview process to execute consistently \nCommunication after the interview \n\nCreating New Hire Lasting First Impressions  \n\nPreparation and communication\nSetting and communicating clear expectations for the role \nThe benefits of providing ongoing training \n\nAccount Management Basics  \n\nIt is critical to understand why the customer has our service \nAre you\, your route rep\, and the customer aligned on how the service program works? \nWho are the essential contact people at an account? \nAccounts receivable fundamentals \n\nValue-Added Service  \n\nWhat is value-added service? \nIs value-added service only for large accounts?\nWhen and how to set customer service expectations \n\nRoute Growth \n\nHow to identify growth opportunities for the business and the customer \nHow to acquire and utilize product knowledge\, features\, and benefits \nDo we need to measure results with Goals and KPIs – Do you have them? Do you need them? \nCreate customer awareness for available solutions \nProduct availability – coordination with production and stockroom \nDo you need marketing material? How do you communicate the message? \nHow and when to share solutions with the customer \nWhen and how to sample items\nTracking samples for inventory management and proper invoicing\n\nCustomer On-Site Visits \n\nDefine and understand WHY customer on-site visits are necessary and impactful \nDifference between reactive and proactive customer visits\, and how to handle them \nReview the strategic logic used to select customers for on-site visits \nCreate memorable customer visits \nImpactful follow-up communication \nRecord keeping for future reference \n\nService Agreement Extensions  \n\nWhy do we have service agreements? \nWhat’s the difference between contract renewals and service agreement extensions? \nHow do you explain your terms and conditions?\nWhy is there a need to extend a service agreement? \nHow and when to extend a service agreement \n\nMastering Leadership  \n\nHow are you developing leadership skills for yourself? \nHow are you developing your route reps’ leadership skills? \n\nSMART Goal Presentations \nEach attendee will select a SMART Goal and present what they have chosen and their detailed next steps\, the X to Y by When logic. \nI 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. 
URL:https://networkcsc.com/event/csc-service-institute-level-2/
LOCATION:Chicago\, IL
END:VEVENT
END:VCALENDAR