Steamboat’s authentic Western hospitality is what we all hang our hat on. It sets this community apart from the rest and keeps our visitors coming back to friendly valley again and again.
It’s more than just great service and hospitality; it’s genuinely caring and treating visitors as our guests. The connection that we make with our customers is very special and valuable in today’s fast paced society. Coming to Steamboat Springs can be a step back in time to a more comfortable place where needs are recognized and satisfied, where everyone matters. It’s a place where visitors are greeted, welcomed and feel right at home.
What is Service Excellence Training?
In our fresh and exciting new customer service training program led by customer service expert Ed Eppley from ProspeX, your business will have the opportunity to enhance the customer experience.
Based on the Steamboat Springs Chamber Resort Association’s summer 2013 research study, 73 percent of the respondents said they were “highly” or “extremely likely” to recommend the city to their friends and family as a vacation destination.
The question of how likely a person is to recommend Steamboat as a destination is the “ultimate question.” The results of that question determine Steamboat’s Net Promoter Score, which the Chamber will be monitoring throughout the summer and every year after that.
To continue the positive trend in summer visitors’ experience and to improve our highly influential word-of-mouth marketing, all of our local businesses can benefit from the Chamber’s Service Excellence Training program to elevate customer service to new heights.
How Do I Enroll?
In 2014, Service Excellence Training will focus on two segments of the business community. The Chamber is working with leaders in government, lodging, restaurants and retail to enlist those who are already well versed in customer service. This group will help train their colleagues around the community. The restaurant industry will be one of the first sectors trained through this new format.
There is no cost to participate in the program. The training includes three 3-hour sessions. For more information on how to sign up for participation please contact Membership Director, Reed Jones, (970) 875-7004.
Below is media coverage of this program since its inception.
New York Times
The New York Times issued a piece in October, 2014 on the strides Steamboat has made, and continues to make, to improve its customer serivce. Read Article
Steamboat Pilot & Today
The Steamboat Pilot issued a positive article on the benefits of this program. Read Article
Service Excellence Trainer - Ed Eppley, ProspeX Executive Vice President
Consultant, advisor, mentor and "thought organizer" are how clients and friends describe Ed Eppley. A lifelong entrepreneur, Eppley has started an advertising agency and a manufacturer's rep firm selling to the industrial and construction markets before joining his partner to create Tyson Eppley Management and ProspeX™.
Operating these businesses has given him exposure to every conceivable type and size of business, which gives him a perspective rare in the business consulting world. In addition, he is widely recognized as one of the foremost experts in management, sales performance, customer service, and performance management deployment. He deals with a "Who’s Who" of business category leaders that include Steamboat Ski & Resort Corp., BMW Financial Services, STERIS, WILD Flavors, Sara Lee, Cardinal Health/OptiFreight, Speedway, Columbus Blue Jackets, McGohan Brabender and others.
Read more about the Service Excellence program in the Steamboat Pilot articles below.