Our Methodology

Assessment

  • We immerse ourselves in your organization. We conduct a thorough review of your current customer feedback, brand messaging, and various cultural mechanisms including all aspects of training, communications, and performance tools. Once all required information is collected, we conduct surveys and on-site interviews to understand the mindset of team members and their needs.
  • Outcome: SGEi delivers a detailed blueprint of materials and mechanisms to be refreshed and improved. This feedback is presented to the senior leadership team where a strategy for improvement is developed.

Design

  • Our consultants and creative team develops marketing messages and a series of tools including videos, meeting scripts, posters and other communication apparatus to stimulate thinking and conversation amongst employees. Simultaneously, we work with front line supervisors and managers to understand how to best utilize the tools and messaging. Frontline supervisors and managers are coached and assessed on their abilities to lead their teams with the required standard of effort, passion, and care. Using our expertise in both online and classroom learning experiences, we then create a variety of learning experiences to improve the attitudes and skills of employees relating to service, sales, stress management, multi cultural understanding, and team work.
  • Outcome: Depending on the priorities and focus for each brand, SGEi designs and implements, through the frontline management team, a series of internal marketing materials, communication mechanisms, learning experiences, and tools to be a catalyst for better employee mindsets and improved customer experiences.

Delivery

  • Our master trainers can deliver custom content or hand it over via a train-the-trainer program. Whether you choose to use our team or an internal one to implement training programs, we remain a long-term resource. Our familiarity with a brand means we can quickly step in to deliver training any time.
  • Outcome: We offer a reliable and effective team of trainers and coaches to deliver memorable, motivating, and effective learning experiences.

Sustainment

  • We ensure that measurements are in place to score both customer interactions and employee engagement. We work with clients’ vendors to ensure their programs also measure the emotional and cultural impact on the customer and employee experience. The continued success of a program or training initiative is important to our team.
  • Outcome: We provide a series of scores that allow for a thorough understanding of the effectiveness and relevance of any program or initiative introduced.

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