Company: Sodexo, Gaithersburg, MD
Company Description: Sodexo North America is part of a global, Fortune 500 company with a presence in 64 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, and government.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Other Service Industries:
 Nomination Title: Sodexo's Experiences Matter Customer Service Training
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 191 words used.
The Customer Experience team, which started with just two dedicated individuals and is now 3, has emerged as a force to be reckoned with since 2019. Weathering the storms of numerous reorganizations in the wake of Covid, this resilient team has not only survived but thrived. Their journey has been one of evolution, transforming the very essence of their work from Customer Experience to a broader ethos of “Experiences Matter”.
Through advocacy and innovation, they've expanded the program into something far greater than its humble beginnings. Their vision has led to the development of enhanced program resources and strategies, enriching the experiences of both customers and employees alike. Despite the challenges posed by the pandemic, they've managed to not only sustain but amplify their impact.
Perhaps most impressively, their efforts have yielded tangible results in the form of a burgeoning network of 30 regional champions spread across the nation. This growth is a testament to their dedication, leadership, and unwavering commitment to excellence. As they continue to push boundaries and redefine what it means to prioritize customer experiences, their impact is sure to resonate far beyond the confines of their organization.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Over the past year, our impact has expanded with the launch of our program in the Government segment. We've successfully trained over 150 managers and their teams across 115 accounts, extending the reach of our transformative approach to customer service.
Building on our proven track record in campus and environmental services, this expansion represents a significant milestone in our journey towards excellence. Through targeted training initiatives, we've equipped government personnel with the tools and mindset necessary to deliver exceptional experiences to citizens and stakeholders alike.
Our commitment to excellence has translated into tangible results, with measurable improvements in overall satisfaction across all sectors. Notably, our emphasis on personal and friendly service continues to set the standard, with scores consistently surpassing previous benchmarks by 40 basis points.
The success of our training programs is further underscored by the exponential growth in employee citations for outstanding customer experiences (referred to as nominations). From an average of 100 nominations per month in 2021, we now boast an impressive 450 monthly nominations, reflecting the transformative impact of our initiatives.
Moreover, customer-driven nominations through our "THX For Making My Day" program have surged from 300 to an impressive 1300 per month, highlighting the profound impact of our efforts on customer perceptions.
As we continue to expand our reach and refine our strategies, we remain steadfast in our commitment to fostering a culture where "Experiences Matter" – not just as a slogan, but as a guiding principle that drives every interaction and fuels our collective success.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 250 words used.
What sets our achievements apart is our unique approach to unification and advocacy for exceptional experiences across diverse sectors. While many organizations may focus solely on customer service, we've taken it a step further by embedding our 10-step approach to great service, team spirit and attitudes into the fabric of our operations. This innovative integration extends beyond traditional realms like food service and environmental management, reaching into unexpected areas such as mess halls, retail, and government agencies.
By applying our principles universally, we're not just offering a service or product – we're cultivating a culture where every interaction, whether with a customer or colleague, is infused with the essence of "Experiences Matter." This approach not only enhances customer satisfaction but fosters a sense of unity and purpose throughout the entire organization.
What sets us apart is our unwavering belief that the most crucial aspect of our work lies in the experiences we create. The sparks of connection and delight that linger after the transaction is complete. Our teams understand that it's not just about delivering a great meal or service; it's about doing so with a smile, efficiently and accurately, with genuine commitment to exceeding expectations.
Our commitment to this extends beyond mere lip service. It permeates every level of our company, driving our focus towards the same goal: to elevate and celebrate the power of meaningful experiences. This alignment not only differentiates us in the market but fosters a culture of excellence and authenticity that is truly unparalleled.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 245 words used.
The attached files serve as compelling evidence of the success and impact of our training program, providing a detailed narrative of our journey towards excellence in customer service. Beginning with the manager training sessions across all segments – from campus dining to environmental services, mess halls, retail, and government agencies – these documents showcase the comprehensive approach we've taken to ensure consistency and effectiveness across the board.
Through frontline training materials, we demonstrate how our managers leverage their training to educate and empower their teams, instilling the principles of "Experiences Matter" into the very fabric of our operations. These materials not only reinforce our commitment to exceptional service but also highlight the tangible tools and strategies that drive our success.
The inclusion of recognition certificates awarded to our monthly Customer Experience and THX For Making My Day winners further underscores the impact of our program. These certificates serve as tangible symbols of appreciation, motivating employees to continue delivering exceptional experiences and fostering a culture of recognition and excellence.
Moreover, the attachment outlining the duties and responsibilities of our regional Experiences Matter champions exemplifies our commitment to driving the program forward on a more personal level. These champions play a pivotal role in promoting and enhancing the program, serving as ambassadors for our mission and amplifying its impact across different regions and sectors.
Together, these attachments paint a vivid picture of our commitment to excellence, providing tangible evidence of the transformative power of our training program.
| Attachments/Videos/Links: |
|---|
|
