Relationships for Service Success is a program consisting of a series of modules that emphasize the ideas and skills required for frontline and call center staff to develop relationships with customers as well as increase their advocacy and loyalty to your brand.
Proper frontline supervisor training is critical to achieve your customer service goals. Supervisors, whether new to their responsibilities or ineffective in their roles, need to be prepared for challenges of the new generation of workers.
Leadership makes people want to do what they want them to do. It is the presence of leadership; a managers ability to inspire their people to care and want to deliver excellence that will ultimately define the quality of a customers’ experience.
SGEi specializes in executive development. From retreats to executive coaching, our customized programs provide learning intensive experiences that engage your managers on a personal and professional level as well as leave them energized to perform their best.
Our Call Center training utilizes the skills from our relationship series to provide telephone etiquette, sales, and service training, which will ultimately enhance communication skills and teach staff how to build relationships with customers.
Our Diversity and Inclusion training program addresses a person’s bias and teaches how to be inclusive of another’s differences. This training program ensures a safe and open environment, allowing for in-depth discussions to create a culture that champions inclusivity.
“[SGEi’s] impact…is obvious as [employees] become more excited about their own personal development and that of their peers and teams. This has certainly been a benefit to our company’s growth, professionalism, productivity, and ability to take care of our customers.”
Kelcey B. Marr, HUMAN RESOURCE MANAGER, WORLD LINK MEDIA
“Once again, the programs and training introduced to our leaders and associates have proven to be instrumental in creating change and instituting a culture of excellence in the most challenging of environments. [SGEi’s] approach, energy, and insight have been again proven successful.”
John Higgins, DIRECTOR OF F&B, WALDORF ASTORIA HOTEL
“Last year, I engaged the services of SGEi to conduct leadership training with managers at my resort. Their contribution has been invaluable, and we have seen tremendous change and growth in our managers over the past year. Managers have been inspired to take on new projects, develop closer working relationships with each other, and increase productivity among their teams.”
Thierry Grandshire, GRACE BAY CLUB
“SGEi did an amazing job not only capturing the personality and uniqueness of our brand but truly bringing it to life with our staff. The SGEi team was able to formalize our culture, and then design a series of corresponding learning experiences to socialize and energize our staff and elevate their service skills. The SGEi trainers are dynamic, engaging, organized, and dedicated. I would not hesitate in recommending them to any organization serious about its brand identity, and positively developing and growing its culture.”
Corey Jenkins, MANAGING PARTNER, HEXX
“There are a lot of companies who claim to know how to activate the brand experience a company is trying to deliver to their guests, but they rarely know how to get employees involved in the effort. Shane and his team have ‘cracked the code’ when it comes to engaging employees to deliver a brand promise. Their approach to brand-specific training, operating manuals, and new hire orientation go beyond technical training. Their designs help employees emotionally connect to the brand, which allows them to deliver the desired experience to the guest. I would recommend SGEi without hesitation.”
Jim Pilarski, GLOBAL VICE PRESIDENT OF HUMAN RESOURCES, HAKKASAN GROUP
“…your programs and your approach to our business have fundamentally changed their outlook on their role and their lives.”
David Bird, GENERAL MANAGER OF ROOSEVELT HOTEL, NYC
“SGEi is the most professional training company that we have ever used. They were simply a positive breath of fresh air, as they were able to come in during the pre-opening phase and take charge while closely working with our department heads to craft our Vision, Mission, and Values. SGEi was instrumental in helping orchestrate our SOP development by working hand in hand with our department heads. They were able to customize and personalize the operational standards for our luxury resort. Additionally, the SGEi trainers were masterful. SGEi certainly has a talented pool, which helped reinforce the learning techniques in a very interactive style. From one on ones to our executive retreat to very large classroom settings, the talented SGEi trainers were able to clearly energize every team member. Our culture, vision, and mission were clearly strengthened due to SGEi’s involvement in every phase of our hotel opening. SGEi is a clear choice to move your organization in a positive direction.”
Yulia Bogdanova, DIRECTOR OF HR, SAVOY RESORT & SPA
“SGEi has been an outstanding partner and facilitator…Their trainers are some of the best in the business and have helped us improve our results and customer experience over the years.”
Jacqueline Jasionowski, CUSTOMER EXPERIENCE SALES MANAGER, BMW OF NORTH AMERICA
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Are you looking for custom training solutions for your company? Let us design a customer experience that is a natural extension of your corporate culture!