Customer & Guest Services Training

Our Services

Executive/Key Employee Coaching

Team Development

Productivity Improvement

Presentations & Seminars

Meeting & Retreat Facilitation

Executive Post-Career Planning

Experiential Learning

SPENCER Solutions is a breath of fresh air and a beacon of hope.

- Senior Vice President

I am continually impressed with Don Spencer's incredible ability to carefully and correctly analyze and evaluate issues time after time.

-University Administrator

We were excited about finding a solution to our delemma - a solution we could implement immediately.

-Agency Staff

SPENCER brings out ideas I wouldn't have brought out. He collects wisdom, brings it around, and shares it when decisions need to be made.

-CEO

I use SPENCER as a resource, like a shaman. He provides a gut check - someone with whome to talk confidentially on a regular basis.

-CEO

Don helps staff members achieve their best and recognize what their best really is.

-CFO

Our reps and managers are pros. But Dr. Spencer brought us new ideas. People took notes, and light bulbs went on all over the room.

-Guest Services Manager

Everyone took away something that improved their personal performance and their morale.

-Senior Vice President

The material was relevant, the delivery engaging, and the overall content inspirational while being practical at the same time.

-Senior Vice President

I saw my team in a new light when I sat with them as a team member instead of trying to run everything. We were more effective, and I promoted an employee whose talents I had not reconized or used before.

-Chief Operations Officer

Our workforce is better as a result of your efforts.

- Mary Verner, Former Mayor of Spokane, WA

Want to increase business and customer satisfaction?

Repeat business and satisfied customers are the lifeblood of any service-related enterprise. Whether you have happy, loyal customers and guests depends on your front-line people correctly performing the right actions during every service encounter.

The customer services actions of individuals are not discreet, disconnected events. They are related-- and they can have serious ramifications for your business or organization.

SPENCER's on-site service sector evaluation and powerful, customized training uses a systems approach, powerful tools and a proprietary model to help your employees who are responsible for customer service and/or guest relations always to put their best foot forward.

Looking for answers?

SPENCER can help.

Customer Service

Are negative customer and guest services incidents increasing? YES.

The Wall Street Journal reports that service problems have mushroomed 40 percent in the past 24 years. The problems now are much more serious.

More than two-thirds of customers report a feeling of "rage" over the way their incident was handled--creating the need to protect employees and guests from enraged customers!

These problems can be reduced and even eliminated if customer service reps learn the correct performance of the right actions.

SPENCER Solutions can help.