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DTSTART;VALUE=DATE:20240916
DTEND;VALUE=DATE:20240919
DTSTAMP:20240703T162511Z
CREATED:20231009T164625Z
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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
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DTSTART;VALUE=DATE:20240918
DTEND;VALUE=DATE:20240921
DTSTAMP:20240703T162349Z
CREATED:20240408T185934Z
LAST-MODIFIED:20240703T162349Z
UID:6753-1726617600-1726876799@networkcsc.com
SUMMARY:CSC Service Institute | Level 1
DESCRIPTION: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. \nThe 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. \n\nIndustry Overview\nLeadership\n\nLeaders vs. Managers\nMoving from Peer to Manager\nManaging Your Schedule\n\n\nService Communications\n\nHow to Provide Effective Feedback\nHow to Handle Customer Questions & Concerns\nRSR Delivery Best Practices\nNew Account Installations\n\n\nRoute Safety\n\nAt the Locations\, On the Truck\, At the Customer’s Site\n\n\nGetting to Know Your RSRs\n\nHow to Track\, Review\, and Share KPI Results\nValue-Added Route Rides\nPerforming Daily Check-In’s\nThe Art of Effective Weekly 1:1s\nService Meetings\n\n\nGoal Setting: SMART (Specific\, Measurable\, Attainable\, Relevant\, Time-Based) Goals \n\nEach attendee presents their SMART GOAL at the session. \nOngoing 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.  
URL:https://networkcsc.com/event/csc-service-institute-level-1-september/
LOCATION:Chicago\, IL
CATEGORIES:Training
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