Managing First Class Service


Managing First Class Service (MFCS) is a complete evidence-based management approach to developing and maintaining the service skills of the most important customer link in an organization: the front-line customer contact personnel. MFCS is a complete system that goes far beyond training by including service measurement, reinforcement, and organizational support components that maximize service performance.

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Objectives & Benefits


  • Immediate cost-effective improvement in service related productivity.
  • Long term results and returns on investment.
  • Improved internal and external customer relationships.
  • Improved customer retention and development.
  • Improved customer satisfaction.
  • Improved morale.
  • Increased sales and profits.

Key Features

  • Service Management Foundation
  • Goal Setting and Action Planning
  • Positive Motivation
  • Performance Coaching & Team Building