Here is an example of how Super Service training and the follow up modules affected day-to-day interactions on Support Services' Academic Appeals team at DeVry University.
After completing the fourth module, “Get Information," Mychele was able to assist a student with resolving her grade appeal, which she had been appealing since 2004! The student was initially referred to her campus because she was a mix and match student, but then she was referred to Mychele because the course was an online course -- but she could never get anyone to help her.
The main focus of Module Four is training employees on how to ask the correct closed or open-ended questions. By asking the proper questions one can uncover more information that will enable them to resolve the situation. By utilizing the skills obtained from this training -- asking the proper questions and "showing a true desire to serve" (Module One!) -- Mychele was able to learn that this situation was not a true grade appeal because the professor already had agreed to a grade change for this student -- it just never was processed!
Mychele also discovered that the issue stemmed from miscommunication and could be resolved by merely completing a few forms and making sure they reached the appropriate person for processing. As a result, Mychele resolved the problem to the satisfaction of the student and the professor, closed out the issue, and additionally decreased the number of cases going to the Academic Review Committee for review.
Support Services
DeVry University Online
“Dear Jeff, The Super Service program was a great success! You were right on target and your sense of humor made it even more enjoyable! We had over 160 people attend from this training. We were so pleased by the response and participation of the attendees. I am delighted we were able to present the program! I appreciate your support of the Center programs and enjoyed working with you.”
Sincerely Dee E Decker
Executive Director
Nonprofit Management Center of Wichita Falls
“Jeff, again thank you for joining Kraus-Anderson this year and helping make our annual Seminar a very successful event for our Company.”
Bruce W. Halbasch
Kraus-Anderson Construction Company
[View full testimonial]
“We were debating whether or not to go with the 1 year program. In hindsight, it was the best decision we made, next to hiring Jeff. We’ve found he is always available for questions, always willing to help and the biggest differentiation point is, with any seminar you feel good for a few weeks and it’s gone, this program makes the company make it theirs. Through the year long program, super service really becomes part of the company’s culture. We’ve also adapted the program as a part of our new hire training process through HR as well.
We are in our 5th month of Super Service and have seen significant changes in employees’ attitudes, communications and how we deal with both internal and external customers. By teaching them about switching to their Human Brain and moving away from the Animal Brain, we are seeing changes in bottom line results in the terms of additional new and repeat business. We are also seeing great things in regards to “soft, I feel” results, meaning increased positive attitudes, whistling in the halls and many more smiles. While we can’t really track data on soft results, we know for a fact it’s having a huge impact on all business levels.”
Tom Westby Director of Sales and Marketing
Schwickerts, Inc
“Just wanted to share with all of you the wonderful, wonderful, motivational, dynamic and spectacular customer service training my group went through these past several days.
I had 13 of my CSPs participate in the McNeil & Johnson customer service training and I can’t tell you the change I have seen in each of them! It is without a doubt the best training seminar I’ve ever seen and there was not ONE negative comment from any of them (and if you know some of them you know they are very capable of negativity) Jeff Gee and his staff transformed this group into positive go-getters. I had a line outside my door last night describing each day in detail and another line this morning with the people not in the first group asking/begging to go to the session (they will in early October). And, they are still smiling!!!!”
Michelle Arnold
US QRS Manager, Customer Service
Underwriters Laboratories
“I affirm my day every morning, my wife thinks I'm nuts, but she likes that I make the bed every day. I realized that she is a customer of mine too, and I really think it helped me personally as well as professionally to learn to provide "Super Service" I very much enjoyed, and enjoy using what you taught us in class.”
Best,
Patrick, Computer Associates
- The Best - More!
- A great way to complete the entire convention
- Bring him back - Good graphics - Good sources, references
- Awesome
- Great job, Good ideas!
- Excellent as is - nothing to improve
- Wonderful!!
- Best speaker I attended in the whole show
- Longer class time
- Not much to improve - more of his slides?
- Amazing! Longer time - more on going over the 7-skills
- Very motivational and good stuff
- Exceptional
- Nothing to improve upon
- Absolutely awesome!! Double it's length
- Best session of the week
- Bring this program back next year!
- Great class
- Jeff was a terrific speaker - excellent presentation
- Tape the sessions
- Above & Beyond - Nothing to improve - Perfect
- Nothing - terrific speaker - bring Jeff Gee back!
- Not only was this session informative but I had fun at it
International Roofing Association
Member Comments
“Since your class, I have without a doubt found myself treating others more like a customer than a co-worker and yes, even tried to exude more positive feelings and expressions, even on Mondays. I've even tried to pass some of your positive thinking and life approaches along to my kids and wife which has had positive reactions. I guess that in and of itself is pretty amazing, huh?”
Thanks for your help!
David, Computer Associates
“The feedback I've received from my team has been amazing. The class has caused many of my staff to get a new perspective on things. I will continue to keep you posted on the teams progress and look forward to future discussions.”
Regards,
Herb, Computer Associates
“Yes, I am following your example, and making each day an amazing one. By seeing everyone as my customer, I can see any given situation through eyes other than my own. What a difference! (And I'm not even in Sales!) Again, thank you, and here's hoping your days are amazing also!”
Michael, Underwriters Laboratories
“I just wanted to say that since the SuperService class I have been able to dramatically alter my life. I feel much happier and other around me are able to see a difference as well. Thank you for inspiring me to be a better person.”
Thank you...
Michele, Underwriters Laboratories
“I took your class on Wednesday and I have felt GREAT ever since.... I am really going to keep it going... Thanks again for such a wonderful class...I really enjoyed it!”
Liz, Underwriters Laboratories
“I am not sure you realize the impact that you had upon all of us here who attended your session, but I'm sure I speak on behalf of everyone here (especially myself) when I tell you how much of an impression you made. It is ironic that I received your greeting today, as I am celebrating my 14 year anniversary with CA. I think that adds tremendously to my newfound feeling of how amazing I really am...”
Have a great day. Best regards,
Michelle, Computer Associates
“Thank you for the most entertianing and informative training I have ever received at UL!! You and Steve were absolutely outstanding!!! I have been affirming my day on a regular basis and I can't tell you what a difference it has made in servicing my customers (internal and external)! Thanks for everything!!!”
Warmest Regards,
Fatima, Underwriters Laboratories
“Total Beverage University at Pepsi-Cola General Bottlers just added SuperService to the Professional Development Curriculum. SuperService™ focuses on 'being the best you can be' and really motivates people to excellence. This workshop provided the results we wanted.”
Connie Thompson, Organizational Capability, Performance Technology Specialist, Pepsi.
“In today's hyper-competitive marketplace, outstanding customer service lies at the heart of sustainable customer loyalty. SuperService delivers clear, actionable advice on the art of delighting your customers.”
Richard Notebaert, Chairman and Chief Executive Officer, Ameritech, division of the SBC Global Network.
“Motorola Dealerships have increased their customer retention rate a full 17% with SuperService™.”
Ralph Goffin, Vice President Global Marketing and Sales, Motorola.
“SuperService™ is not just for front line employees, this is across the board.”
Laura Meyer, Director of Skills Development, Siemens Nuclear Medical Systems.
“You sure did your homework! Our sales team is still talking about your ‘no-thing is everything’ approach. It is definitely apparent they are ‘hooked on your principles’. We look forward to having you back and also being able to offer you to our clients!”
Jeff Siegel, Caribiner
“Not only did our people feel the material covered was extremely appropriate and beneficial, they were very complimentary of your knowledge and manner of presentation. Please accept my sincere thanks for a job well done!”
Al De Stefano, President, Motorola, Emteck Division
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