SGEi Customer Service Training Team
Company: SGEi, Las Vegas, NV
Company Description: Founded by world-renowned speaker, and author, Shane Green in 2007, SGEi has established itself as an international leader in service, sales, and management training. We design and deliver learning experiences supported by marketing, coaching, and communications that inspire people to improve themselves and be their best. In 2017, SGEi was the recipient of Bronze & Silver Stevie Award in Service.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Business Services Industries
Nomination Title: SGEi Customer Service Training Team Improves Sales and Service Training for Inspiration and Success
Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
SGEi excels in assessing sales staff and developing effective sales training to improve the individual abilities of team members and overall company performance. In this case, our collaboration with a luxury nightlife and entertainment company improved both their team member and client satisfaction scores as well as their overall sales success.
In 2016, one of the largest nightlife and restaurant brands in the world recognized a need to improve the level of service and sales abilities of their front-line team. SGEi was brought aboard to ascertain their core challenges, create a solution to rejuvenate their service culture, and advance their sales performance. SGEi specializes in pinpointing areas for improvement and providing Sales and Service Training uniquely engineered to exhibit a company’s unique culture. We also inspire sales team members to go above and beyond expectations.
SGEi created an assessment with the host staff to understand current practices, identify where opportunities were being missed for upselling, find out what training was needed to elevate performance, and determine how the management team could improve the culture for over 150 staff. After examining the results of extensive interviews and team member assessments, a four-week, intensive and customized training program consisting of four training modules was designed to elevate the mindset and skills of all front-line staff. A leadership program was implemented to help guide managers on how to best communicate, coach, and inspire their people. A detailed plan was developed to provide communications, training, and coaching to help implement new habits and skills at both the management and staff levels.
At the management level, there was more alignment and focus on improving the culture and experience of the staff. This provided the executive team the opportunity to assess their management team’s leadership abilities and attitude.
Amongst the staff, there was increased satisfaction due to the time and training investment made in them, and the opportunity to learn new skills and fine-tune their sales delivery. This led to an improvement across the board in sales and incentives and also highlighted staff that were not suited, nor did they have the ability, to excel in their roles and responsibilities. Some turnover did occur; however, the training and overall process identified and reinforced the qualities and habits successful salespeople require, which helped in the recruitment and selection process.
Ultimately, it was the increase in sales performance after three months which defined this program’s success. And as result, the second wave of training and coaching has been planned for the luxury organization.
SGEi excels in facilitating training that inspires employees to be engaged and motivated. The experience we had with the client demonstrated that we bring employees to the table who feel ownership for their careers, excitement about their potential, have the ability to be successful in their roles, and value their organization as a place to build and invest themselves. Our company understands that employees need to participate in training and find something in it for them. Our training is tailored to an organization’s unique culture and challenges. We thoroughly address the needs of a company and its employees to deliver customized training, solve problems, renew enthusiasm, and bring out the best in a company’s human assets.