SGEi Training Academy

Our Purpose

The SGEi Training Academy was created with two groups in mind: our clients and our team of trainers, coaches, and consultants – people with passion, front line operational experience, and the ability to effectively shift the habits and perspectives of others. We are committed to helping our clients succeed, and delivering dynamic service training and coaching to them is our promise.
Our customer service training and coaching team offers a broad spectrum of business experience, aptitude, and acumen from the real world. SGEi cultivates this practical know-how with proven training and coaching methodologies. In doing so, our team works to develop and teach others how to meet their goals. In fact, we are known for our outstanding people both in the classroom and in the field.
Professional trainers focus on investing in clients, so they are often left without the resources and support to invest in themselves. The SGEi Training Academy is designed to provide an investment in our busy trainers, coaches, and consultants. SGEi grooms operational experts to become master trainers: it is the perfect segue between practical, operational experience and a career as a trainer.

Our Mission

SGEi Training Academy provides training professionals a network of supportive colleagues, the chance to work with some of the most recognized brands in the world, and an opportunity to realize professional goals and personal dreams while building customer service cultures for clients.

Trainer Selection

Our selection process consists of an interview with our SGEi recruitment team and a review of the potential trainer’s previous experience and projects. Candidates are asked to submit samples of work that emphasize their abilities to deliver classroom service training, to coach in a live operation, and to work on business improvement strategies. The following are examples to be submitted by the candidate:

  1. Training in a classroom or structured setting (especially leadership training or customer service training)
  2. On-the-job coaching in a live operation where feedback is utilized to correct behaviors
  3. Consulting to strategically improve a business

References will be requested to support submittals. Candidates then interview with our VP of Operations and VP of Culture & Learning in order to highlight personal strengths and goals for the future.

Trainer Certification

All prospective trainers are required to attend a trainer certification workshop that determines their fit with SGEi’s culture and expectations. During the workshop, attendees will participate in a number of group discussions, activities, and presentations, as well as deliver an individual presentation provided by the SGEi team. Demonstrations of supervisor training and other styles of training will be provided. SGEi executives and master trainers are engaged to facilitate and assess potential candidates.
The two-day trainer certification workshop is hosted in Las Vegas, NV. Agendas, logistics, and expectations are provided to attendees prior to the workshop. Information will be shared with prospective trainers about the SGEi Training Academy, clients, and ongoing development and evaluations.

Trainer Development

SGEi development events offer trainers an opportunity to learn from the best, to gain access to recent research, and to share their successes and failures with other service training professionals. A certified trainer’s experience will include attending conferences, joining discussions, shadowing successful trainers in the field, and reviewing the latest insights and research from multiple industries.

Trainer Evaluation

The purpose of the evaluation is to reinforce the culture and expectations of the SGEi trainer. Throughout the year, audits are conducted where an executive or master trainer will shadow and observe the trainer in the field during customer service training with clients. Trainers are provided feedback and scored on a number of deliverables and SGEi requirements. In addition, a survey is sent to clients to assess their SGEi trainer. Scores are tabulated every six months, and trainers receive an overall score and feedback on their performance.

Our Trainers in Action