Introducing the new CSC Service Certification for Service Leadership - the CSC Service Institute for Industry Service Management. Formerly known as Coaches Clinic by Performance Matters, this collaboration aims to provide top-notch training and development to Service teams. The CSC Service Institute is a Certified Service Training process that assists Member Service Management in building better teams for implementing the best Route Service training practices and strategies in their organizations.

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 Customers site

Getting to Know Your RSRs

• How to Track, Review, and Share KPI Results
• Value-Added Route Rides
• Performing Daily check-ins
• 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.  

Presented by Ray Shabandarian

 About the Presenter:

Ray Shabandarian

In November 2022, Ray became the Director of Service Consultant at Performance Matters. He has 24 years of industry experience, having worked at Cintas, AmeriPride, and Aramark in various roles such as Service Sales Rep, Certified Route Trainer, Service Training Coordinator, Sales Rep, Service Manager, and Branch Manager. Ray transitioned to Corporate Service Training, where he played a key role in developing, implementing, and managing multiple best practices and service programs across North America.