Values Decide Sales Success, Not Knowledge

Posted by Daniel Ferguson on Wed, Sep 11, 2019 @ 09:00 AM

Many studies show that sales success is not predicated on arming salespeople with product knowledge and basic selling skills; it’s based, instead, on the salesperson’s values, beliefs, and attitudes.

That’s what Stevie-winner Integrity Solutions, a highly sought-after sales training company, believes.

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Ron Willingham founded the company, which develops sales and customer service teams, in 1968.  He asserts that “selling success is more an issue of who you are than what you know. While knowledge is necessary, sustained success comes to the person who’s driven by strong values and ethics.”

He spent decades creating and improving a unique learning process that translates knowledge and skills into real-world behaviors.

Embrace Your Team

Integrity Solutions_logoIntegrity Solutions was at the forefront of the customer needs–focused selling philosophy, which was radical at the time.

If you’re interested in creating customer-centric, value-driven leaders and sales teams, Integrity Solutions offers the perfect example of how changing leadership habits and cultural values can drive success in your organization.

“This is a critical yet often overlooked differentiator for organizations,” says Will Milano, vice president of marketing at Integrity Solutions. “We believe that transitioning your sales culture to create greater transparency and working overtly in the customers' interests are no longer options; they’re mandatory.”

Integrity Solutions sees embracing sales coaching as the number one driver that allows sales leaders to reach the best results. A critical component, however, is effectively equipping the sales organization.

This involves ensuring you have the necessary skills and mind-set to meet aggressive growth goals. Managers need to coach and empower their people with product trainings and materials that are aligned with the sales messaging.

“Successful sales training is not simply a one-time 'event’, but a behavior change process that requires the involvement and sponsorship of senior leadership,” says Milano. “Ongoing reinforcement, sales manager coaching, and a focus on unlocking people's beliefs and attitudes about themselves are also integral.”

What Does Your Philosophy Say About Your Team?

Lots of seminars today sing the praises of ethics, values, and integrity in business, but those gems of wisdom don’t always translate into actual workplace success.

Integrity Solutions operates according to their core values. If you’re interested in developing your team’s selling skills, compare your values with the following:

  • Integrity: acting ethically at all times
  • Accountability: taking proactive responsibility for results
  • Excellence: performing at the highest level
  • Abundance: sharing the wealth of opportunity with others
  • Innovation: seeking new and better solutions to problems
  • Customer focus: keeping the customer at the center of the business

For Integrity Solutions, these guidelines have led to the development of first-in-class innovations, such as Integrity Selling®, Integrity Service, Integrity Coaching, and many others. Each solution is designed to impact not only skills but also attitudes, values, and achievement drive.

Do you agree? If sales success is largely based on the salesperson’s values, beliefs, attitudes, and motivation, as the track record of Integrity Solutions demonstrates, isn’t it worth asking if your team would benefit from these methods?

“While the sales training industry has been relatively flat for several years, Integrity Solutions has grown almost 37 percent over the past two years.”

Feel free to learn more about their services and methods to compare your organization’s strategies.

Integrity Solutions recently won two Stevie® Awards: a Silver for Sales Consulting Practice of the Year and a Bronze for Sales Training Practice of the Year, both in the category of Solution Provider, at the 2019 Stevie Awards for Sales & Customer Service in Las Vegas.

Interested in winning a Stevie Award in 2020?

Request the entry kit here.

Topics: Stevie Awards for Sales & Customer Service, stevie awards for sales and customer service, sales training

Thanks to the 2017 Stevie® Awards for Sales & Customer Service Preliminary Judges

Posted by Maggie Gallagher on Tue, Jan 31, 2017 @ 03:37 PM

The following professionals participated in preliminary judging of the 2017 Stevie Awards for Sales & Customer Service from November 2016 through January.  Their average scores determined the 2017 Finalists.  We thank them for their time, insights and support.

The 11th annual Stevie Awards for Sales & Customer Service gala is on Friday, February 24 where winners will be announced. Tickets for the Las Vegas ceremony are on sale now.

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Asburche Adalan, Business and Sales Development Mgr., DHL Express US, Miami, FL USA
Amit Kumar Agarwal, Sr Manager, FarePortal India Pvt. Ltd, Gurgaon, Haryana India
Shelly Alder, Manager, Domestic Customer Service, J.R. Simplot Company, Boise, ID USA
Scott Anschuetz, CEO, Visualize-Inc, Birmingham, MI USA
David Araujo, Direct Sales Supervisor, DHL Express São Paulo, São Paulo, Brazil
Benj Arriola, SEO Director, Myers Media Group, San Diego, NC USA
Bilal Asci, Customer Value Group Manager, n11.com, Istanbul, Turkey
Ronald Joseph, Avecilla Process Auditor, Globe Telecom, Manila, Philippines
Stuart Bankey Manager, Community Management Rackspace,San Antonio, TX USA
Mike Bare, CEO, BARE International, Washington DC USA
Nick Broadbent, VP Global Support, DataCore Software, Reading, United Kingdom
Randi Busse, President Workforce Development Group, Inc., Massapequa Park, NY USA
Pembe Candaner, Founder, President, JobzMall, Tustin, CA USA
Lucia Caron, Manager, Customer Support, Verint Systems Inc., Herndon,VA USA
Beth Castro, AVP - Commercial Enablement, AT&T, Houston, TX USA
Joe Cherian, Regional Vendor Manager, Vonage, Chennai, Tamilnadu,India
Brian Correia, Director, Sales & Client Services, Solstice Dental & Vision, Plantation, FL USA
Marc Cowan, Fellow at the Institute of Supply Chain Management, Dolphin International, United Kingdom
Emilia D'Anzica, VP, Customer Engagement, WalkMe, San Francisco, CA USA
Robyn Davis, Trade Show Strategy Specialist, When I Need Help, Columbia, SC USA
Luis Deza, General Manager, Canto Rodado Consulting, Miraflores, Lima, Peru
Sheryl Dobson, Director of Customer Support, J2 Global Cloud Services, Ottawa, ON Canada
Alan Dowler, Operations Manager, Hamilton Jewelers, Princeton, NJ USA
Eve Dumovich, Publisher, Snowline Publishing, Ashford, WA USA
Caroline Edwards, Consumer Information Centers Product Manager, Blue Cross/Blue Shield of Tennessee, Chattanooga, TN USA
Andrew J. "Flip" Filipowski, Executive Chairman & CEO, SilkRoad Technology, Winston, Salem NC USA
Shannon Gregg, Director, Sales Operations, TeleTracking,Pittsburgh, PA USA
Tara Griffin, Senior Solutions Consultant, Genesys, Flagler Beach, FL USA
Heidi Guzman, MBA, Consorcio Kairos, VILLAHERMOSA, Tabasco, Mexico
Nabyl Hassain, Director of Telesales, DHL, Miami, FL USA
Mary Henson, Membership Care Coordinator, United States Equestrian Federation, Lexington, KY USA
Deepak Kumar, Hotkar Manager, Jasper Industries Private Limited, Hyderabad, Telangana,India
Lin Hui Kai, Deputy Manager, Cathay Life Insurance Co., Ltd Taipei, Taiwan
Adam Ihrig, Business Analyst, JPMorgan Chase, Heathrow, FL USA
Linden Ingram, EVP Sales, Imparta Inc, Austin, TX USA
Joann Kay, Customer Care Director, GraduationSource, Port Chester, NY USA
UMUT KECECIOGLU, Mobile Services Manager, Yapi Kredi Bankacilik Üssü, Kocaeli, Turkey
Tony Keesee, Director of Customer Care, VPay, Richardson, TX USA
Joshua Kelley, Supervisor, Leadership Operations Training, MTM, Inc., West St Paul, MN USA
Kathy Leckey, Vice President of Marketing, SomethingNew, New York, NY USA
Sandra Lynch, Account Manager, John Hancock, Boston, MA USA
David Madacsi, Senior Technical Customer Support Engineer, GrassValley, Lakewood, CO USA
Wessam Massoud, Programme Delivery Manager, Abu Dhabi Systems & Information Center (ADSIC), Abu Dhabi, United Arab Emirates
Rowena Maxwell, Senior Manager, Accenture, London, United Kingdom
Judy Mod, Founder, CEO, Chief Adoption Officer, RevenueSphere, Atlanta, GA USA
Anni Mollett, SVP, Senior Credit Products Manager, Bank of America, Merrill Lynch, Dallas,TX USA
Thomas Moor, Global Director, Strategy and Planning, Sartomer (a business unit of Arkema), Exton, PA USA
Ann Moreth, Sr. Customer Service Engagement Manager, UPMC Health Plan, Pittsburgh, PA USA
Jason Morris, Director of Operations, SRS|Acquiom LLC, Denver, CO USA
Rajendran Nair, VP, Marketing, Rootstock Software, Fremont,CA USA
Tracy Neiser, Customer Service Manager, Active Exhaust Corp., Toronto, ON Canada
Ken Overly, Vice President, Operations, EFG Companies, Dallas, TX USA
Kadir Mustafa, OZTURK Executive Vice President / ADC & Digital Banking Solution Projects, Intertech Bilgi Islem ve Pazarlama Ticaret A.S.,Istanbul, Sisli, Turkey
Leticia Padilla, Corporate Recognition and Citizenship, Concentrix, Fremont, CA USA
Lou Reinemann, Director, Customer Care, SmartBear Software, Somerville, MA USA
RJ Riemer, VP Support Operations, VIZIO, Inc., Dakota Dunes, SD USA
Toni Roberts, VP, Customer Service & Operations, Delta Dental of Michigan, Ohio & Indiana, Farmington Hills, MI USA
Vicki Rollins, Sales Operations & Marketing Professiona, Glenaden Homes, Inc., Toronto, ON, Canada
Sharon Rudd, Organisational Development & Sales Consultant, TNT, Mascot, NSW, Australia
Stu Schlackman, Owner, Competitive Excellence,Richardson, TX USA
Paula Seeger, Library Technician 2, University of Oregon Libraries, Eugene, OR USA
Randy Selleck, Sr. Director, Call Center Operations, Assurant Solutions, Atlanta, GA USA
Bill Shelton, Senior Vice President, USHEALTH Advisors, Grapevine, TX USA
Melda Sofuoglu, Channel Experience & Operations Development Manager, Call Center Operations & Experience & Development, Istanbul, Turkey
Andrzej Szczepaniak, Deputy Director, Central Settlement Services Bank, Zachodni WBK S.A., Poznan, PA Poland
Will Tarrant, Managing Partner, Service Metrics Group, Plano, TX USA
Asli Tas KAYABAS, Psychologist, Trainer, Founding Partner, Awards Consultant, Kuzey Academy, Istanbul, Turkey
Özge Tekalp, Director, Türk Ekonomi Bankasi A.S, Istanbul, Turkey
Julie Thomas, President & CEO, ValueSelling Associates, Rancho Santa Fe, CA USA
Kelly Thomas, Assistant Vice President, Transfer Agent, OppenheimerFunds, Inc., Centennial, CO USA
Irem Tuzunalper, Founder & CEO, EXTRA Loyalty Solutions Co., Istanbul, Turkey
Lori Van Dyke, Manager, Customer Care, Access One Inc,Chicago, IL USA
Chris Vasan, Communcations Lead, Cisco Systems, Inc., Raleigh Triangle Park, NC USA
Madalina Vilau, Managing Director, Expo Media, Bucharest, Romania
Sunil Wadhwa, VP - Customer Success, Druva, Sunnyvale, CA USA
Charles White, Principal Administrator, International relations officer (retired), European Commission, Brussels, Belgium
Nicolette Wuring, Managing Director, Customer Management Services, Amstelveen, Netherlands

Topics: customer service awards, judging, Stevie Awards for Sales & Customer Service, sales awards, judges

Becoming a Stevie Award-Winning Sales Leader

Posted by Michael Gallagher on Wed, Dec 28, 2016 @ 10:55 AM

Insights from a Gold Stevie ® Winner at Lennox Industries, Inc.

We wanted to learn a bit more on how Rich Ford, the Sales Director for Lennox Industries in Richardson, Texas  grew to win the Gold Stevie® for Sales Director of the Year in the 2016 Stevie Awards for Sales & Customer Service. So, we reached out to the Lennox Industries team and got a few different perspectives. Quan Nguyen,  the VP of Marketing helped us coordinate the conversation and expressed, “We are very excited and proud of Rich.“ Quan pulled in Gary Bedard, the Vice President and General Manager of Lennox Industries as well as the winner himself, Rich Ford.

The 2017 Stevie Awards for Sales & Customer Service is accepting nominations through January 11. REVIEW THE ENTRY KIT HERE.

To get started we asked Gary to give us a bit of background on what solutions Lennox provides.

Lennox Industries is a leading manufacturer and distributor of heating, ventilation, and air conditioning systems and products for residential and commercial markets. We have leveraged our expertise to become an industry leader known for innovation, quality and reliability,” said Gary.

Lennox 1.jpgGary also shared the Vision behind Lennox.Within the home comfort industry, we want to leverage our one step distribution model to provide our professional contractors with the most innovative and highest quality products and services for them to best serve our end customers.” Bedard continued, “Our core values of integrity, respect, and excellence has built a culture of performance and accountability to execute on our vision.”

When asked about the story behind the nomination, Gary got excited. “We have an outstanding team of sales professionals, a group honored by the Stevies for the Best Field Sales Force!  Within that team, we have a leader of leaders and that was Rich Ford. He’s elevated himself in both action and performance to become a complete sales professional. The three year sales performance and growth we’ve seen out of the Western Region is simply incredible for this industry. His leadership has been instrumental in our results. He continually coaches and mentors his team and his peers. He is a thoughtful advisor to the entire management team. He consistently finds innovative solutions to customer challenges and he maintains the highest levels of standards and integrity. When we saw this award category, we were absolutely delighted to nominate Rich. His contributions have been tremendous and he really embodies all of our values of integrity, respect, and excellence.”

Gary provided interesting background on how Lennox first became acquainted with the Stevie® Awards . “We had started undergoing a transformation in 2010. Coming out of the recession in 2012, we started winning. Not just growing,  but winning by taking market share!  It was largely driven by transformational changes in our sales team and supply chain logistics. I understood that the efforts and success we were making were not just industry leading but world class so we sought to compete on a global level. We came upon the Stevie Awards that way and that’s been one of our inspirations ever since.  And we still continue to win in the market.”

Enter Rich Ford himself who described the actual experience of winning the award. Rich began with,

“When you win something you’re not expecting, or even know you’re being considered, it’s a very humbling experience. We have some amazing leaders in our organization – others deserving of the award and recognition. Then, to find out the organization recognized me as their nominee, made me happy to be a part of the team; the organization as well as our industry.”

We were interested in learninghow the award has affected RIch’s business to which Mr. Ford replied, “I can’t say that the award has affected my business dealings. I’m not a better director or leader as a result of the award. I still strive to contribute to a culture of excellence in everything we do. I still try to bring the highest level of service to our customers and to be a champion and advocate for my team. I’m probably more acutely aware of my day to day interactions and will strive to live up to the expectations that come with the recognition.”

Rich also shared his insights on the future of his industry,The key drivers in our industry have always been regulatory. Either the environmental impact at the federal level or on the local level with utility companies. I find it interesting that the regulations can have a greater impact on our industry going forward beyond the typical SEER/EER ratings standards. Secondary regulations in local markets could impact the way our product is installed. And, as an applied product, this could have either a negative impact or change fundamentally how our product is designed and distributed in the future. Closely watching the actions of our competitors as well as different channels (Residential New Construction for example) will keep it interesting and require staying diligent in our own innovative development of products going forward.”

Rich showed his mettle with some inspiration we can all appreciate, “As I think about where I started professionally and where I ultimately wound up – it’s definitely not a straight line. Often times, Sales Leaders start in sales and through consecutive successes over their careers become who they are – Sales Leaders. I started with Lennox, as an IT Specialist. My background had been technology focused and it was through technology I joined Lennox. It wasn’t long before I noticed a culture of sales excellence within the company through working with the Sales Managers.

It became my purpose and goal to become a Sales Director before I had my first sales position. It was not a clear road.  It took three attempts before I was finally given the opportunity to join the sales team as a Territory Manager. With each rejection I worked harder to get better. I looked for opportunities for improvement by spending time with those who were great in the role to which I wanted to rise. From Territory Manager to District Manager – I learned from great DMs.  From DM to director – I listened to and spoke with great sales directors.  

I’m not a ‘natural salesperson’ as many believe is true for most salespeople. My point is – regardless of your dream – be it a sales leader, a great IT professional or even a great parent – don’t quit getting better at what you want to do. More importantly, find others who do it great and do what they do.”

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Shown from left to right: Mark Yonai winner of the Stevie Gold for Best Use of Technology, Leigh Ann Vernon winner of the Stevie Gold for Best Sales Meeting, Rich Ford winner of the Stevie Gold for Sales Director, Bill Carlson winner of the Stevie Gold for Business Development.

You can learn more about Lennox Industries at http://www.lennox.com/

Topics: sales team, Stevie Awards for Sales & Customer Service, sales awards, stevie awards for sales and customer service, Customer Service

ValueSelling Associates to Sponsor Stevie® Awards for Sales & Customer Service for Ninth Consecutive Year

Posted by Maggie Gallagher on Wed, Dec 07, 2016 @ 05:05 PM

The Stevie® Awards, organizers of the world’s premier business awards programs, haveannounced that ValueSelling Associates Inc., the creator of the ValueSelling Framework, has signed to be a sponsor of its Stevie Awards for Sales & Customer Service program for the ninth consecutive year.

The 2017 (11th annual) Stevie Awards for Sales & Customer Service are accepting nominations through January at www.StevieAwards.com/Sales.  The program recognizes the year’s best achievements in sales, business development and customer service.  The awards will be presented at Caesars Palace in Las Vegas on February 24. 

REVIEW THE ENTRY KIT HERE.

ValueSelling Associates offers its customers a conversational, question-based sales methodology that is simple, logical and scalable, empowering sales organizations around the globe with a proven formula to qualify prospects, accurately forecast and close more deals.

Value selling ballroom 2.jpgThe Stevie Awards for Sales & Customer Service offer our customers and their peers around the world the opportunity to seek public recognition for their achievements, and we’ve seen time and again how meaningful and impactful it is for them to win a Stevie,” said Julie Thomas, president and CEO of ValueSelling Associates.  “We’re pleased to be able to support this program again in 2017, as our customers will benefit from the opportunity to celebrate their good work.”

The Stevie Awards for Sales & Customer Service feature more than 135 sales awards, customer service awards, business development awards, new product awards and solution provider awards categories. Entrants may submit any number of nominations to any number of categories, which include:

  •         Sales Individual categories such as Senior Sales Executive of the Year and Sales Representative of the Year
  •         Sales Team categories like Global Sales Team of the Year and Online Sales Team of the Year
  •         Sales Achievement categories such as Sales Turnaround of the Year and Sales Training or Coaching Program of the Year
  •         Sales Distinction categories in 13 industry groupings
  •         Customer Service and Contact Center Individual categories such as Front-Line Customer Service Professional of the Year and Customer Service Leader of the Year
  •         Customer Service and Contact Center Team categories like Contact Center of the Year and Back Office Customer Service Team of the Year
  •         Customer Service and Contact Center Achievement categories such as e-Commerce Customer Service Award and Award for Innovation in Customer Service
  •         Customer Service Department categories in 11 industry groupings
  •         Customer Service Success categories in five industry groupings, to recognize the customer service-related achievements of organizations without a formal customer service function
  •         New Product and Service categories like Best New Business Intelligence Solution and Best New Marketing Solution
  •         Solution Provider categories such as Sales Consulting Practice of the Year and Incentive, Rewards or Recognition Provider of the Year
  •         Business Development categories such as Business Development Professional of the Year and Business Development Achievement of the Year    

The 2017 program offers new categories for new products and services and solution providers. New categories for new products and services include Customer Service or Sales Book of the Year, Customer Service Training Product of the Year and Sales Training Product of the Year. The new solution provider category for 2017 is Leadership or Management Training Practice of the Year.

The 2017 competition will be judged by more than 200 professionals around the world.

Stevie Winners in the 2016 edition of the awards included Adobe Systems, Cars.com, Comcast, CubeSmart, Delta Air Lines, DP DHL, Etiya, eZCom Software, FedEx, HubSpot, IBM, ISN Software UK Ltd., Kohl’s Department Stores, Office Depot, Ooyala, SAVO, ServiceMax, ShopKeep POS, Sirius Decisions, SugarCRM, VIZIO, Inc. and Vodafone Turkey, among others.  The full-text of Gold Stevie-winning nominations are available on the website.

The 2017 entry kit and a complete history of the awards program are available at www.StevieAwards.com/Sales.

About ValueSelling Associates, Inc.
ValueSelling Associates is the creator of the ValueSelling Framework®, a proven formula for accelerating sales results. Its customized training on the ValueSelling Framework methodology, reinforcement tools and consulting services, make complex B2B sales simple so sales organizations around the globe adopt it immediately and consistently. Since 1991, thousands of sales and customer-facing professionals use the ValueSelling Framework to grow revenue, increase productivity and improve win rates. Visit http://www.valueselling.com.

About The Stevie Awards
Stevie Awards are conferred in seven programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 10,000 entries each year from organizations in more than 60 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.

Topics: best customer service, Stevie Awards for Sales & Customer Service, sales awards, stevie awards for sales and customer service, Customer Service Team of the Year, sales award

Stevie Awards for Sales & Customer Service Announce Finalists in 10th Annual Competition

Posted by Maggie Gallagher on Thu, Jan 21, 2016 @ 11:00 AM

Finalists in the 10th Annual Stevie® Awards for Sales & Customer Service, an international competition recognizing excellence in disciplines that are crucial to business success, were announced today.    

Deutsche-Post-DHL.jpgA diverse group of organizations and individuals around the world are among those recognized in the customer service awards, contact center awards, business development awards, and sales awards categories. Organizations with five or more Finalist nominations include Carbonite, Inc., Cisco Systems, Delta Air Lines, DHL Express, Digital Risk, eMoney Advisor, LLC, GuideWell Connect, HomeServe USA, Human Resources Development Fund, iHeartMedia, Inc., John Hancock Financial Services, Lennox Industries, Inc., LiveWatch Security LLC, Marriott Vacations Worldwide, MTM Inc., Nuance Communications, Odeabank, Revana, Sales Partnerships, Inc., SoftPro, SurePayroll, Inc., Turkiye Is Bankasi A.S., Visualize, VIZIO, Inc., Wells Fargo, WePay Inc., and Wyndham Vacation Ownership. For a full list of Finalists by category, visit www.StevieAwards.com/Sales.

Gold, Silver and Bronze Stevie Award winners will be announced during a gala banquet on Friday, March 4 at the Paris Las Vegas Hotel in Las Vegas, Nevada. Tickets are now on sale.

The awards are presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the prestigious International Business Awards and American Business Awards.

More than 2,100 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition, an increase of 11% over 2015. Finalists were determined by the average scores of 115 professionals worldwide, acting as preliminary judges. Entries were considered in 59 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Consulting Practice of the Year; more than 50 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Business Development Achievement of the Year; and categories to recognize new products and services and solution providers.

More than 60 members of seven specialized judging committees will determine the Gold, Silver and Bronze Stevie Award placements from among the Finalists during final judging, to begin January 25.

Beginning today through February 12, the general public may vote for their favorite providers of customer service in the People’s Choice Stevie® Awards for Favorite Customer Service. Voting is open at http://peopleschoice.stevieawards.com. Winners of the People’s Choice Stevie Awards in multiple industries will be determined in mid-February and honored at the awards gala in Las Vegas on March 4.

Sponsors of the 10th annual Stevie Awards for Sales & Customer Service include Sales Partnerships and ValueSelling Associates.

 

Topics: customer service awards, Stevie Awards for Sales & Customer Service, sales awards, stevie awards for sales and customer service, contact center awards, business development awards, Finalists

New Customer Service Success Categories in the Sales & Customer Service Awards

Posted by Maggie Gallagher on Tue, Dec 22, 2015 @ 03:00 PM

Does your organization do a great job of addressing customers concerns in a timely manner, but doesn’t have a formal customer service department? The 2016 (10th Annual) Stevie Awards for Sales & Customer Service has created a category group just for you – Customer Service Success.

These new categories have been designed to complement the longstanding Customer Service Department of the Year categories. Rather than focus on the performance of a named customer service department, the customer service success categories recognize customer service-related achievements across your entire company or organization. You choose the successes you wish to highlight.

sascslogo.gifREVIEW THE ENTRY KIT HERE.

The Stevie Awards for Sales & Customer Service are the top awards for customer service, contact center, business development, teams and professionals worldwide. All organizations are eligible to be nominated, in addition to the new products and services used by those professionals.

Complete details are available at http://www.StevieAwards.com/Sales.

CUSTOMER SERVICE SUCCESS CATEGORIES

If your organization doesn't have a formal customer service function - if "everyone here works in customer service" is your motto - then these are the categories for you. If your organization has a formal customer service function, don't enter these categories - enter the Customer Service Department categories instead.

Information required for entries in these categories include:

(a) An essay of up to 650 words describing your organization's customer service-related accomplishments since July 1, 2014.

(b) Optional (but highly recommended), a collection of supporting files and web addresses that you may upload to our server to support your entry and provide more background information to the judges. At the very least you should provide a link to the organization's website.

  1. Customer Service Success - Business Service Industries
  2. Customer Service Success - Financial Service Industries
  3. Customer Service Success - Other Service Industries
  4. Customer Service Success - Technology Industries
  5. Customer Service Success - All Other Industries

Topics: best customer service, customer service awards, Stevie Awards for Sales & Customer Service, stevie awards for sales and customer service, Sales & Customer Service, favorite customer service, customer service success

Delta Reaches New Heights with The Asia-Pacific Stevie Awards

Posted by Maggie Gallagher on Wed, Oct 29, 2014 @ 04:54 PM

The Delta Air Lines Customer Engagement and Sales Support Center won a Gold Stevie® Award in the Customer Service Awards categories in the 2014 Asia-Pacific Stevie® Awards.  Delta Air Lines also received a Grand Stevie® for having one of the five highest-scoring Deltaentries in the competition.

The 2015 Asia-Pacific Stevie Awards is now accepting entries.
GET THE ENTRY KIT HERE.

There are even more customer service awards categories featured in the 2015 Stevie Awards for Sales & Customer Service. The deadline for entries is November 19. GET THAT ENTRY KIT HERE.

We talked with David Clayton, Customer Engagement Center Director – Asia Pacific, in Singapore for Delta Air Lines. He told us what winning the Stevie Award meant to his team.

Our team takes great pride in this type of honor,” David explained. “It further validates Delta as a great place to work, motivating us to continue achieving and living our goals and celebrating successes. Building professional relationships between colleagues and customers with diverse backgrounds is a big part of our success. Affirmation of these achievements spurs us on to keep climbing, which would not be possible without the commitment of a truly dedicated and professional team.”

Broadening Awareness

David outlined the importance of winning in the Asia-Pacific Stevie® Awards and its significance in broadening awareness of Delta’s Customer Engagement and Sales Support Center in the region. The Stevie® Awards organization is well known in the customer service industry and the trophy is a symbol of excellence to those honored by the award,” he told us. “Winning the Grand Stevie® in Asia and the Gold Stevie® for Customer Service Leader of the Year in Singapore gave us the opportunity to meet many business partners at the awards ceremony and enabled us to build on our relationships.”

David is also aware of the added-value of the extensive social media network utilized by the Stevie® Awards. “The English-language Stevie® Awards Update newsletter, which I understand is distributed worldwide to some 25,000 subscribers, combined with a further 17,000 views on the Stevie’s social media outlets, provides us with a great opportunity to deliver updates on Delta’s leadership position in customer experience,” David said.

Multinational Team

A unit of Delta’s Global Sales Division, the Asia Pacific Customer Engagement and Sales Support Center, is a multinational team that provides support via phone, email, delta.com, and Twitter. The team supports both direct and commercial Delta customers throughout the Asia-Pacific region using various mediums in Mandarin, Cantonese, Thai, Japanese, Korean, and English.

Since July 2012, Delta has focused on improving the customer experience in Asia, employing a variety of strategies to drive satisfaction and establish a reputation of differentiated service.

A Better Experience for the Business Traveler
David gave us details of areas in which Delta was working to improve the business traveler’s experience in the Asia Pacific region. Our focus is on continuous improvement,” he told us.  “We have introduced a number of enhancements to the travel experience:

-   our long-haul, wide-body aircraft are equipped with 180° full flat-bed seats in Business-Elite, which come with the Westin Heavenly in-flight bedding and Tumi amenity kit;

-   we've refreshed in-flight menus, offering more food and beverage selections with a regional flair on both Business-Elite and Economy class;

-   Economy Comfort seats now provide up to 4 more inches of extra legroom, up to 50% more recline, and priority boarding;

-   and our in-flight entertainment, Delta Studio, offers an extensive selection of the latest new-release movies in international languages, popular TV shows, music and games, as well as streaming content through in-flight Wi-Fi.” 

Delta appreciates that staying connected is a priority for business travelers. “In-flight Wi-Fi is available on all US domestic and certain international aircraft,” he told us. “And it will be available on all aircraft by the end of 2015.”

Redefining the Customer Experience

By building on its divisional brand–“Listen. Care. Connect”–Delta has refreshed its incentives program, tying in behaviors that promote customer satisfaction.

The Asia Sales Support Center (SSC) serves as a Business-to-Business customer service center handling phone and email requests from travel agents and corporate travel managers representing Delta’s high-value agency and corporate accounts in China, Singapore, Thailand, Hong Kong, and Taiwan.

People
Delta has expanded its workforce in the Asia-Pacific region, and ramped up training for its customer engagement specialists. The company partnered with the Singapore Workforce Development Agency to develop an in-house training program which results in employees obtaining their Workforce Skills Qualification (WSQ) Certificate in Tour and Travel Services upon completion. The company’s accomplishments were recognized by the agency when, in 2012 and again in 2013, Delta was awarded the WSQ Training Excellence Award for the Tour and Travel Category. 

Results

The company’s quality assurance data from 2012 to 2013 shows average favorable scores have significantly increased. Additionally, the Asia Pacific SSC has developed a great partnership with the company’s business-to-business partners. In spite of call volume for the Engagement Center trending upward between July 2012 and November 2013, overall Average Speed of Answer improved year over year—meaning customers get through and receive the service they need much faster.

Best of all, 96% of Delta’s Asia Pacific Engagement team employees responded positively to the internal employee satisfaction question “I am Proud to work for Delta.”

Outstanding Achievements
We asked David what inspired him and made him excited about the future.I believe we have the best employees, not only in the airline business but also in the customer engagement business,” he told us. “We are a diverse team engaging our customers in six languages from all over the world. We handle customer interactions on phone calls, emails, and even on Facebook and Twitter.”

“I am absolutely inspired by the frontline Customer Engagement Specialists for their tremendous capacity for outstanding achievements,” David continued. “I celebrate the successes of my team through all levels and encourage a positive and friendly work environment.  I believe we stand on the shoulders of the great Delta employees who came before us and consider it an honor and duty to uphold only the best in customer service delivery.”

About David Clayton
David Clayton is Delta's Customer Engagement Director for Asia Pacific and is based in Singapore. In this role, he is responsible for approximately 550 employees who support the entire Asia Pacific region in over six different languages, and fulfill backend requests supporting customers across the globe. David’s team works closely with Vivien Khong, the Performance Manager of the Sales Support Center within the Singapore office, to ensure that Delta delivers the highest level of customer service across the Asia Pacific region.

A 28 year airline veteran, David began his career as a flight attendant and has held roles of increasing responsibilities during his tenure. He also serves his community as a member of the board for the Singapore Workforce Development Agency (WDA) Tour and Travel Industry Skills and Training Council (ISTC). Under his leadership, the Singapore-based operation has not only increased in size and scope, but successfully partnered with the WDA to support and deliver a developmental program, both for the benefit of employees and customers, and as a means of giving back to the communities they support.

About Delta Air Lines
Delta Air Lines serves nearly 165 million customers each year. This year, Delta was named the 2014 Airline of the Year by Air Transport World magazine and was named to FORTUNE magazine’s 50 Most Admired Companies, in addition to being named the most admired airline for the third time in four years. With an industry-leading global network, Delta and the Delta Connection carriers offer service to 318 destinations in 57 countries on six continents. Headquartered in Atlanta, Delta employs nearly 80,000 employees worldwide and operates a mainline fleet of more than 700 aircraft. The airline is a founding member of the SkyTeam global alliance and participates in the industry’s leading trans-Atlantic joint venture with Air France-KLM and Alitalia as well as a newly formed joint venture with Virgin Atlantic. Including its worldwide alliance partners, Delta offers customers more than 15,000 daily flights, with key hubs and markets including Amsterdam, Atlanta, Boston, Detroit, Los Angeles, Minneapolis-St. Paul, New York-JFK, New York-LaGuardia, Paris-Charles de Gaulle, Salt Lake City, Seattle and Tokyo-Narita. Delta has invested billions of dollars in airport facilities, global products, services, and technology to enhance the customer experience in the air and on the ground. Additional information is available on delta.com, Twitter @Delta, Google.com/+Delta, Facebook.com/delta and Delta’s blog takingoff.delta.com.

Topics: customer service awards, Stevie Awards for Sales & Customer Service, sales awards, Delta Air lines, Asia-Pacific Stevie Awards

Stevie® Awards for Sales & Customer Service Announce Finalists in 8th Annual Competition

Posted by Maggie Gallagher on Thu, Jan 23, 2014 @ 10:59 AM

SASCS logoFinalists in the 8th Annual Stevie Awards for Sales & Customer Service, the world’s top honors for customer service, contact center, business development, and sales professionals, were announced today.

A diverse group of organizations and individuals around the world are among those recognized in the customer service awards, contact center awards, and sales awards categories.  Organizations with Finalists in multiple categories include AllClear ID, Bluegreen Vacations, Cars.com, Delta Air Lines, DHL Express, EMKAY, FedEx TechConnect, Canada's FreshBooks, John Hancock, Lennox Industries, LiveAnswer, Marriott Vacation Club, Marsh U.S. Consumer, Parlant Technology, PetRays Veterinary Telemedicine Consultants, Property Insight, Richardson, Salesforce, SoftPro, SurePayroll, Inc., Turkey's Turk Economy Bank, ValueSelling Associates, VIZIO, Inc., Turkey's Vodafone, and Wyndham Vacation Ownership. For a full list of Finalists by category, visit www.StevieAwards.com/Sales

Gold, Silver and Bronze Stevie Award winners will be announced during a gala banquet on Friday, February 21 at the Bellagio in Las Vegas, Nevada.  Tickets are now on sale.

More than 1,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition, an increase of 36% over 2013.  Finalists were determined by the average scores of 129 professionals worldwide, acting as preliminary judges.  Entries were considered in 43 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; 43 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Sales Training or Coaching Program of the Year to Sales Department of the Year; and categories to recognize new products and services and solution providers. 

More than 100 members of seven specialized judging committees will determine the Gold, Silver and Bronze Stevie Award placements from among the Finalists during final judging, to take place January 27 - February 5.  

Beginning today, the general public will be able to cast their votes for their favorite providers of good customer service in the People’s Choice Stevie® Awards for Favorite Customer Service Department.  Voting is open at http://www.stevieawards.com/Service.peopleschoice. Winners of the People’s Choice Stevie Awards for Favorite Customer Service in multiple industries will be determined in mid-February and honored at the awards gala in Las Vegas on February 21.

About The Stevie Awards
Stevie Awards are conferred in five programs: the Asia-Pacific Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service.  A sixth program, the German Stevie Awards, will debut later this year.  Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.  Learn more about The Stevie Awards at www.StevieAwards.com.

Sponsors and supporters of the eighth annual Stevie Awards for Sales & Customer Service include the BusinessTalkRadio Network, Competence Call Center, and ValueSelling Associates.


Topics: sales excellence, best customer service, best sales department, business awards, stevie awards, Stevie Awards for Sales & Customer Service, company awards, contact center awards, customer service excellence, Customer Service Team of the Year, award-winning customer service, best sales practices, peoples choice stevie awards, sales award, Sales & Customer Service, sales team awards

Read the Gold Stevie® Award-winning Entries From the 2013 Sales & Customer Service Awards

Posted by Liz Dean on Fri, Apr 12, 2013 @ 11:05 AM

We're pleased to share that the full-text of the Gold Stevie® Award-winning entries in the 2013 Stevie® Awards for Sales & Customer Service, the world's top business awards for contact center, customer service, business development, and sales professionals, is now published online. (Entries for the 2014 edition of the customer service awards, contact center awards, and sales awards will open in July. You can join the mailing list here and the entry kit will be sent to you by email when entries open.)

We encourage you to read the 2013 Gold winning entries for three reasons:

  1. Stevie Awards for Sales & Customer ServiceRead inspiring successful business stories.  
    Learn how other companies and individuals are achieving success and confronting challenges.

  2. Review past winners' entries to help you make the most out of your submissions.
    The full-text of business award winning entries are great models for how you should write your entries. The Stevie Awards for Sales & Customer Service feature more than 125 sales awards, customer service awards, and call center awards categories honoring sales excellence and best customer service practices for individuals, teams, and departments, plus categories for products and service and solution providers.

  3. Get an inside look of successful companies and individuals from across the world.
    All individuals and organizations worldwide are eligible to submit nominations – public and private, for-profit and non-profit, large and small. Find out how these award winning companies are achieving success.

The 2013 Stevie Awards winners were announced at our annual awards gala at the Paris Hotel in Las Vegas, NV, on Monday February 25.  Learn about the event and read all Gold winning entries here.

Leave us a comment and let us know what you think about the entries submitted in 2013.

Topics: sales excellence, best customer service, customer service awards, business awards, Stevie Awards for Sales & Customer Service, call center awards, sales awards

Watch Video of the 2013 Stevie® Awards for Sales & Customer Service

Posted by Liz Dean on Tue, Mar 12, 2013 @ 12:19 PM

We are pleased to announce that videos clips of the 2013 (7th annual) Stevie® Awards for Sales & Customer Service, the world’s leading sales awards, customer service awards, and contact center awards program are now available to view on YouTube.

Watch the 2013 Stevie Awards for Sales & Customer Service awards presentations here.

More than 360 entrepreneurs, executives, and their guests from around the world attended the business awards banquet on Monday, February 25th at the Paris Hotel and Casino in Las Vegas, Nevada. Our 2013 sales award & customer service award video clips showcase business award acceptance speeches made by individuals and organizations from around the world, including:

Ajman Police G.H.Q., Winner of the Bronze Stevie Award for Customer Service Department of the Year
Traveling from the United Arab Emirates, Ajman Police Brigadier thanks the judges and the Stevie Awards. 

Alice Sesay, Winner of the Gold Stevie Award for Contact Center Leader of the Year
Alice graciously accepts her Gold Stevie Award and thanks her leadership team. Alice also accepted the Gold Stevie Award for Capital One Bank for Customer Service Team of the Year.

FreshBooks, Winner of the Gold Stevie Award for Front-Line Customer Service Team of the Year
FreshBook's enthusiastic team accepts the Gold Stevie Award, keeping the awards show lively and the audience entertained.

Livius Gonzalez, Winner of the Gold Stevie Award for Front-Line Customer Service Professional of the Year
Livius humbly accepts his award, thanking his company, managers, colleagues, and teammates.

Time Warner Cable, Winner of the Gold Stevie Award for Back Office Customer Service Team of the Year
TWC's Eric Burton accepts the award on behalf of his company, highlighting the success of his team and his team leader.

Want to see more from the sales and customer service awards celebration? Download the awards gala program, view photos from the event, and watch all acceptance speeches.

Topics: customer service awards, business awards, corporate awards, business award, Stevie Awards for Sales & Customer Service, sales awards, contact center awards, YouTube