Synchronous Live training: MCCS Meaningful Connections Through Customer Service

CLIENT: Marine Corps Community Services

The Challenge

Marine Corps Community Services provides a wide range of support in both the retail and personal services arenas. Existing customer service content was retail focused, outdated and underused. The Bowen Group was tasked with creating a customer service training specific to the MCCS employees.

The Process

The Bowen Group led a visioning session with all key stakeholders, identifying concerns, goals and pain points. The team developed modules that worked both as standalone products and as one cohesive unit. The Bowen Group also led a train-the-trainer session with stakeholders.

The Outcome

MCCS now has a specialized, highly interactive training focusing on the theme of connectedness, including an instructor guide, instructor slide deck, participant workbook, participant guidebook and participant skill card.

The Challenge

Marine Corps Community Services provides a wide range of support in both the retail and personal services arenas. Existing customer service content was retail focused, outdated and underused. The Bowen Group was tasked with creating a customer service training specific to the MCCS employees.

The Process

MCCS now has a specialized, highly interactive training focusing on the theme of connectedness, including an instructor guide, instructor slide deck, participant workbook, participant guidebook and participant skill card.

The Outcome

Connected over 2 million military members and their families, installation providers and command leaders worldwide to a 24×7 source of relevant information and resources.

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