Building on current skills and experience for better results
Our people are
We invest time and resources into their personal and professional growth. Customer service training, professional development, technical training and sales training opportunities enable our team to continually enhance their skills and improve service to our customers.
Customer service training
Outstanding customer service starts with hiring the best people. Our recruiting process is able to find great people who love to take care of their customers. Our teams share our focus on outstanding customer service, which includes responsiveness, communication, listening skills and taking care of the needs of our customers.
To build on employees' strengths, we teach the importance of the basics: communication, timely responses, problem-solving and delivering solutions. We measure call back times, on-site response and first trip repairs to ensure that we are exceeding our customers' needs. Customer service goals and feedback are routinely reviewed and best practices are shared throughout the entire company.
Personal and professional development
SEI encourages both personal and professional development for our employees. Internal workshops focusing on time-management, leadership and customer service are available throughout the year.
An extensive library with over 200 resources is continually updated with current materials and requests from employees. Employees can choose
from books, cds and dvds covering a variety of topics, including: personal finance, family relations, best practices and achievement.
We keep ongoing technical training front and center so our engineers are able to continue providing the most current and comprehensive support for our customers. All SEI engineers participate in our extensive training and certification program.
Each SEI office has a training lab with a broad range of equipment to work and test on. Classes consist of hands-on learning and are followed up by an intensive six-step certification process. Classes are customized to address actual customer needs and are scheduled on a monthly basis.
To accommodate current and future growth, SEI opened a central warehouse and training facility in Grand Rapids in 2009. The Broadmoor Technical Center has 8,000 sq ft training and lab area with servers for additional engineer training.
Sales training Initial sales training focuses on the SEI sales process. Training is done with a regional sales manager in real time over a period of two to three months. Time is spent making and evaluating calls, role playing, learning how to address common objectives and reviewing procedures for first meetings, proposals and closings.
Ongoing training takes place with the regional team on a monthly basis, along with bi-annual coporate sales meetings where ideas and best practices