ServiceElements Adding New Division—-Survey Research & Performance Metrics for Customers & Employees

SCOTTSDALE, Arizona (August 13, 2009) – ServiceElements announced today that it is expanding its services to provide senior management within the aviation industry with a powerful capability for collecting and analyzing market data on which they can build their business.

Spearheading the initiative will be ServiceElements’ Vice President, Survey Research & Performance Metrics, Owen S. Robbins. Through applied research and using propriety software, Mr. Robbins has years of success in generating market data and performance metrics which become the basis for action plans capable of systematically achieving corporate strategic goals.

“Companies looking to make the most of the current market conditions and being at the leading edge of the recovery will receive tremendous benefits from the data and business insights that Owen can bring to them,” said ServiceElements President Bob Hobbi.

Mr. Robbins is a clinical psychologist with 25 years of experience addressing the challenges of developing, managing and advancing corporate enterprises by strategically applying psychological knowledge and expertise. He has developed research-enhancing technology that has been used extensively over the past 15 years to integrate multiple performance measures that become the cornerstone of a company’s planning process.

“Companies that integrate research into their decision making process won’t find this level of research/analysis expertise and industry experience anywhere else,” Hobbi said.

About ServiceElements

ServiceElements, an organizational and behavioral culture enhancement company, awakens the power of excellent service within companies as well as their individual divisions, departments and other organizational groups. Some of the company’s tools for re-focusing service culture and sharpening service delivery skills include, stimulating, highly interactive workshops, seminars and keynote speeches. Clients benefit from ServiceElements’ more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering. For additional information on ServiceElements, visit www.serviceelements.com.

For additional information on ServiceElements, visit www.serviceelements.net

ServiceElements welcomes Owen Robbins to its team as Vice President, Performance Metrics & Research.

SCOTTSDALE, Arizona (March 3, 2009) – He is a clinical psychologist with 25 years of experience addressing the challenges of developing, managing and advancing corporate and entrepreneurial enterprises by strategically applying psychological knowledge and expertise.

Through applied research and propriety software which he has developed, Owen has had tremendous success in helping companies generate market data and performance metrics in order to create action plans for achieving strategic goals.

“Companies looking to make the most of the current market conditions and be at the leading edge of the recovery will receive tremendous benefits from the market information and business insights that Owen can bring to them,” said ServiceElements president Bob Hobbi. “Companies that integrate research into their decision making process won’t find this level of expertise and industry experience anywhere else.”

About ServiceElements

ServiceElements, an organizational and behavioral culture enhancement company, awakens the power of excellent service within companies as well as their individual divisions, departments and other organizational groups. Some of the company’s tools for re-focusing service culture and sharpening service delivery skills include, stimulating, highly interactive workshops, seminars and keynote speeches. Clients benefit from ServiceElements’ more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering. For additional information on ServiceElements, visit www.serviceelements.com.

For additional information on ServiceElements, visit www.serviceelements.net

ServiceElements Helps Unemployed Flight Department Members Gain Competitive Edge with FREE Customer Service Certification

SCOTTSDALE, Arizona (March 3, 2009) – “Differentiation is key for job seekers in what is becoming a very tight aviation job market,” said ServiceElements President, Bob Hobbi.

“Because of that, we are helping unemployed members of our industry gain a professional edge through a free customer service training webinar series,” Hobbi said. “Upon completion, they will be able to demonstrate to potential employers their desire and ability to impact customer satisfaction as they carry out their professional responsibilities.”

The specially-created, live webinar series focuses on integrating customer service strategies and skills into key aviation department organizational positions. Through the training, job seekers will be able to enhance their resume with evidence that they are serious about their profession and the people they serve.

The course was first rolled out and successfully completed by pilots from a flight department that was recently closed.

“Customer service has been brought up several times in my interviews, so this training will be invaluable as I continue my career in corporate flying,” Captain Tim Whalen, a Falcon 2000/Fokker70 Pilot

Sessions are held once a week over a four-week period of time with participants receiving course materials prior to each session.  A certificate is issued upon course completion.

New webinar series are being established as groups and individuals indicate interest by contacting ServiceElements on the company’s website (www.ServiceElements.com).

“We all need to pitch in and help our industry and our colleagues weather this storm,” Hobbi commented.  “We believe that when a person is skilled in managing customers, whether the customer is ‘in the back,’ or a fellow employee, that person will be a very valuable addition to any business organization.”

New Book: Building A Customer Service Culture
Provides 7-Steps to Transform Your Organization’s Customer Service

SCOTTSDALE, AZ (November 10, 2008) – “There is a critical gap in the resources available to organizations wanting to provide a memorable and positive experience to their customers,” said Mario Martinez, Ph.D. and co-author of the newly published book, Building a Customer Service Culture: The Seven ServiceElements of Customer Success. This book closes that gap.”

“Most customer service books provide general, high-level advice without any direction on implementation,” Martinez noted. “The ideas may sound good, but readers don’t know what to do with them. Building A Customer Service Culture gives readers a true roadmap that employees, managers and executives can follow to transform themselves and their organizations.”

The book’s co-author, Bob Hobbi said, “In these uncertain economic times, one of the most potent tools for all of us is improving and differentiating through service. In customer service, re-work, corrections and unmet needs can prove costly.”

“In this book, we focus on the needs and requirements upstream from the employee/customer transaction. Training is futile if leaders do not foster a culture that is supportive of the required processes, procedures and behaviors necessary to produce excellent customer service. Our book provides “how-to” exercises and tools that leaders and employees can actually use to create the right mindset and execute the appropriate action.”

Building a Customer Service Culture is based on years of experience that the co-authors and others within their company, Scottsdale, Arizona-based ServiceElements, have had in helping hundreds of organizations and thousands of employees on strategies and programs for improving customer service. Many of these companies are within the business and general aviation industry, perhaps one of the most difficult environments for serving a customer constituency with demanding and discerning wants and needs.

The book is $23.95 and can be purchased at: http://www.serviceelements.com/programs-services/books

The book is being published by IAP, Information Age Publishing

About ServiceElements

ServiceElements, an organizational and behavioral culture enhancement company, awakens the power of excellent service within companies as well as their individual divisions, departments and other organizational groups.  Some of the company’s tools for re-focus service culture and sharpening service delivery skills include, stimulating, highly interactive workshops, seminars and keynote speeches.   Clients benefit from ServiceElements’ more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, Customer Relationship Management programs and process re-engineering.

For additional information on ServiceElements, visit www.serviceelements.net