Passport to Excellent Customer Service
Training Managers
All Regional Managers, Assistant Regional Managers, Unit Managers, Site Managers, and
Assistant Unit Managers are considered Training Managers for the Passport to Excellent
Customer Service program. Your familiarity and expertise with Eastern National standards for
customer service, merchandising, and partnership will be critical to the success of this training
program. The Training Checklist should prepare you for your responsibilities.
Training Checklist
□ Attend the Passport to Excellent Customer Service Training presentation for all
Training Managers
o WebEx sessions on June 17-18, 2015 will be recorded, and a link will be
provided if you are unable to attend.
□ Read and review all content provided in the Training Folder
o Introduction Letter
o Training Checklist
o Employee Training Guides
o Training Posters
□ Be knowledgeable in the site-specific content for your location
o Top 5 Bestsellers by store
o Product knowledge and recommendations by store
o Top 3 Facts about the Passport Program (where applicable)
o Top 3 Facts about your site
□ Be able to provide specific examples of your experience
o Memorable shopping experiences
o Times you provided excellent customer service
□ Create location specific facts that all employees should know.
o You can pre-print these on the Avery labels provided in your Training
Folder, or ask employees to write them directly on their manual.
□ Create location specific contact information that all employees should know.
o You can pre-print these on the Avery labels provided in your Training
Folder, or ask employees to write them directly on their manual.
□ Using a dry erase marker, complete the Location Information, IT Support Contact
Information, and Training Resources sections of the Training Poster.
o Update frequently if information changes.
□ Use the Passport to Excellent Customer Service branded templates for creating
communication tools for employees
o Word Documents and Power Point Presentation templates are available
for you to use.
□ Provide training for every Eastern National employee
□ Continually monitor and evaluate employees to ensure they are consistently
following our company standards
□ Share the training materials with Park Partners to educate them on Eastern
National standards and expectations