BAXTER 1999-Ongoing
We have always enjoyed Baxter as a client—their employees are excellent to work with and they really care about their clients. Our first training program with them was Super Service and it was met with such passion and enthusiasm, that when we went back a few months later to monitor how it was going—we found that all the managers had created a “Super Service Book Club” where they would meet on a continuous basis and discuss Super Service—how it was going—and what they were doing to keep people motivated. In fact, Baxter is one of our best success stories since they have used our 55 Super Service task skills since 2001 as a performance measurement tool in their employee appraisals. They rate the skill verification on a scale of three: L = Learn. E = Effective. S = Strength. Also included in the measurable results are phone stats, and other internal requirements.
CDW-Computer Discount Warehouse 1999-ongoing
The clients statistics speak for themselves:
“Performance—risen over 34%
Absenteeism—now almost non-existent
Internal satisfaction—increased by 50%
External customer satisfaction—grown by 60%.”
CDW employees are amazing and we love working with them. We have facilitated both Super Service and Selling Skills and in both instances we have found their people to be willing, open and resourceful. Maybe it’s because of our particular type of training—it being focused on personal skills, having a great attitude and not taking things personally—that people are so eager to learn. When we first held our first round of focus groups with CDW employees to assess their needs, we were shown to one of their boardrooms and had them complete a questionnaire designed to highlight potential problems with such things as, coworkers, job satisfaction, and work ethics. Like most of our clients, there problems were minor—mostly about communication between departments etc., and so our workshops really enhanced what they were already doing. That’s the amazing thing about what we do—people are already doing it—we just make them a little bit better and turns out—that small amount translates into measurable bottom line results.
MB Financial 2005-Ongoing
Measuring the success of a training program is best when it comes from the client themselves. Here’s what MB Financial sent out to their employees: It was called:
The Super Service Award Winners First Quarter of 2005.
Congratulations to the following individuals who were recognized for providing extraordinary Super Service. On Friday, April 15th, they received the Super Service award from Mitch Feiger at a luncheon in their honor.
Angel Beltran—BCM—Damen Banking Center
Angel consistently goes above and beyond his approach to providing Super Service to all his Small Business Loan customers. Angel expedites the application and approval process by including a full summary with extensive background information and when appropriate he takes photos of the commercial buildings. The applications are not only fully complete, but also sorted by tabs for easy reference to personal financial statements, tax returns etc. He takes time to educate customers about the loan process so they do not fall prey to fraud. This type of inter-departmental teamwork helps to provide better service to our customers and it makes all of us more efficient. What great internal and external customer service!
Jennifer Demos—Operations Administrator—MB Financial Center
Tom Marvinac of Commercial Banking shared the following: During one of our major winter snowstorms, Tom lost his cell phone. Tom contacted Jennifer, who provided excellent service in helping him pick a new phone and plan. The new phone was to arrive on Friday morning and when it did not arrive at Tinley Park, Jenni (who had taken Friday afternoon off) found out it had been shipped to West Loop and then sent to Rosemont. Tom was willing to wait until Monday, but Jenni was on a mission. She drove up to Rosemont picked up the phone, obtained Tom’s home address in Orland Park and delivered the phone to Tom in person at 7:00 P.M., Friday evening. Jennifer’s commitment to Super Service is inspiring!
Galina Goy—CSA III—Ukrainian Village Banking Center
Irene Subota, BCM Ukrainian Village Banking Center, wants everyone to know what she knows about Galina: While I was on vacation, our CSM broke her leg and was out of the office indefinitely. Galina, a CSA III, jumped in and took over the responsibilities of our missing CSM. Under extreme pressure she performed the job beautifully, learning as she went along and we have enjoyed a seamless transition with no negative impact on customer service. Barbara Krupa, Anna Kozak, and Emilia Cierlik, all CSA IIIs supported Galina in her efforts. I am extremely proud of Galina and our CSA IIIs and want everone to know the top-notch team we have supporting our teller line at the Ukrainian Village banking center. Great job Galina—you definitely let you light shine!
Victor Perez—Treasury Management Administrator—MB Financial Center
Judy Hill, SVP of Treasury Management Sales shared this Super Service example: In following up on a wire transfer, Victor found out that one of the authorized signers of a large corporate customer had left the company. He immediately sent an email alert to Treasury Management and requested that we contact our customer and update their information. In addition, a commercial banking customer from the south region wrote the following—“So many times we only hear the negative about individuals. I just wanted to let you know how much Victor Perez is appreciated at our company. Through the ACH transfer problems we have had, Victor has been kind, patient, and helpful to all our needs. Please let him know we commend him for a job well done.” Victor’s attention to detail is incredible! Great job, Victor!
Kathy Van Vuren—Trust Administrator—South Holland
Mike Nylen of Wealth Management shared the following: Last month, Kathy Van Vuren of Wealth Management went above and beyond for two elderly trust customers. These customers are facing serious health issues and have no immediate relatives to help manage their affairs. Being the caring person she is Kathy took on the responsibility of requesting that paramedics look in on these folks and she made herself available around the clock to answer questions from the local fire department. In addition, Kathy was instrumental in helping these customers find a full-time caregiver so that they can continue to live independently in their South Holland home. What a great example of being an extraordinary “Trustee”.
Lorene Wesner—Trust Administrator—South Holland
Lisa Morris of the South Holland Trust Department shared the following: After being alerted by someone from Trust Operations that a customer’s utility bill had not been received and paid, Lorene contacted the village to ensure there would be no disruption of the customer’s service. She obtained the latest bill information, issued a cashier’s check, and personally drove it over to the village hall. This is literally going the extra mile.
Helen Woods—Personal Banker II—Ashland Banking Center
Larry Brown of Retail Banking shared the following: Helen Woods, a Personal Banker at Ashland puts her customer’s needs first. Recently, Helen came in one of her vacation days to assist a customer in opening an annuity and an MB Investment account for a total of $335,000.00 in new money. Helen and Robert Ratz, the MB investment representative at Ashland, even escorted the customer to the Bank One location to withdraw funds. Helen exemplifies loyalty and trust to her customers.
MOTOROLA 1983-Ongoing
“Customer retention increased 17% with Super Service.” We are very proud that Motorola was our first client and that we are still happy to be partnering with them today. We consider working with Motorola to have been a huge part of our success. Not only did we complete many successful projects with them, during the partnering process they taught us many things about how to be a service oriented and quality minded training company. From the very first day working with Motorola employees at their Schaumburg world headquarters, we learned about integrity, quality of work and how to partner with clients. The first project they hired us for was to update their entire sales training program. Two of the main reasons they chose us over the many other training companies that competed for the project were:
- Subject Matter Expert: Jeff not only trained sales people at Xerox and Advanced Systems Inc., he was a sales person himself for many years. He began in his late teens in the UK selling encyclopedias door to door and progressed to selling advertising for Thomson Yellow Pages and on to photo copiers for Xerox. His knowledge and expertise in selling led him to be one of the first trainers of SPIN, a process of selling that was developed by Neil Rackham in the 1970’s. Jeff’s personal knowledge and expertise in sales gave Motorola the needed assurance that our training would reach the real needs of their sales force—which is why we are still top on their list of vendors.
- Instructional Design: Our staff has worked with hundreds of major corporations in helping them design programs that work for trainers and participants alike. Our instruction is easy to follow, easy to interpret and more importantly, gives the trainers the tools to deliver training that works. When we hand over a program to our clients they have the assurance that it has been tested—it works—it is successful—employees go back to work with skills and tools they did not have before.
Underwriters Laboratories--2003
Measuring the success of a training program is best when it comes from the client themselves “Morale has risen by 100%. Absenteeism was running at 15% is now down to 2%. Team work, problems and issues are now being resolved through real team involvement.”
|
