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About Us |
For the greater part of his twenty years with Sara Lee Corporation and ConAgra Foods, Steve Dragoo was responsible for leading the training and development functions-most recently as Director of Training for a Division of ConAgra. In this role, Dragoo personally developed a number of food related and customer-oriented training materials and facilitated training sessions throughout the US and a number of countries around the world for more than 35,000 participants.
Steve founded the training and consulting firm, Service Solutions Consulting, Inc., in 2004. At Service Solutions, he has developed a number of effective customer-focused training programs for executives, management, and front-line service employees at several leading retail organizations and
many of their manufacturing partners.
Starting in early 2001, Dragoo's focus has been the development of a "Customer
Experience-Specific" training model. Using Pine & Gilmore's best-selling HBP book,
The Experience Economy, as a "compass", he has invested nearly seven years of
study to determine which elements of the Customer Experience are most critical and, in many cases, most often overlooked at the point of customer contact. Through the careful study of more than 3 dozen additional resource books, hundreds of articles, and investing many hours of practical, personal hands-on observation and interaction, he has developed a flexible framework for customized Customer Experience Training that can be adapted and applied to virtually any industry-as well as in BtoB or BtoC situations.
 This training approach is intensive, effective, high-touch, and, because it is "mass-customizable"-one-of-a kind. Steve knows the food industry from the inside out. He has worked with a number of major retail organizations and consumer product companies during a 34 year professional career. His path led from Sales Management to National Sales positions to key Training & Development roles to consulting with major food retailers and manufacturers. |
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Free Download ::
Click here to download the Service Solutions Consulting press kit.
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Partial list of course offerings and keynote addresses we have developed for clients:: |
• Expert facilitation for meetings, speaking
events, etc.
• Development of:
Fully Customized Training / Product manuals
Sales Materials
Full Color Brochures
CDs and DVDs
• Customized, facilitator-led, train-the-trainer and e-Learning sessions.
• Customized e-Learning modules.
• HD Digital videotaping of plant processes,
presentations, etc. for training purposes
• Showtime! Staging Retail Experiences
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• Authenticity in the Experience Economy
• The War for Talent in the Experience Economy: Recruiting, Hiring, and Retaining
• Set your business apart: Staging the Customer
Experience
• The Growing Influence ofWOMM
(Word of Mouth Marketing)
• Customer Service and Interaction
• The Basics of Selling
• The (your company) Methodology
• Negotiation Skills
• Presentation Skills |
• Perishable Department Operations
• Food Trends: Understanding the Consumer:
Boomers, Foodies, etc.
• Safe Food Handling - Best Practices
• Food Safety Certification Understanding Food
Labeling (NLEA) and Nutritional Information
Organic, All Natural, Conventional Foods: What's
the Difference?
• Sampling and Selling
Quality Processes / Quality Products
• Product Sessions: Customized by department & manufacturer
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What Steve’s clients are saying:
“One of, if not the most inspiring two hours I have spent in my life! Steve was on the mark with his insight and though provoking presentation. He has a true
passion for driving home the value of real authenticity, while not allowing his audience to lose their way, he will keep you energized and thinking outside your
normal comfort zone. I recommend Steve to any organization with a desire to provide a great value to their members; your expectations will be exceeded….”
August 2008
John Egnor
JEM Associates
Cofounder Foodservice Institute of America
“Steve does a great job thinking all the way through an opportunity from operational concept to impact on the ultimate customer or consumer. A people oriented
approach to delivering real and measurable results. A true asset to any organization regardless of internal depth or bench strength.” August 2008
Rich Mende
Willowbrook Foods
“Steve Empowered me to achieve great financial results, while assisting me to improve subordinate morale. I found him extremely knowledgeable and always
hands on. My time working with Steve was one that I will never forget and can not thank him enough for his support.”
Charlie Cruger
Pathmark Supermarkets
“I have worked with Steve for the past year developing educational and training programs related to The Experience Economy. He has been an invaluable
resource to me during the transformation of my company into an experience design enterprise. If you’re organization is in need of a professional to help guide
either cultural transformation or employee training I highly recommend Steve. He will bring not only a wealth of knowledge and creative ideas to the table but
a strategy to successfully implement the initiative. In addition to his expertise and knowledge in his field he has emotional intelligence. He has a great sense of
humor, is energetic and committed to exceeding customer expectations at all levels of interaction. Finally, his integrity is beyond reproach.” July 2008
Bill Gibeault, Chief Experience Officer
Story Mavericks
“Steve is a highly personable individual who relates well to people at all levels of an organization. He has a passion to continually improve himself and others
which is what makes him so good in a training environment. Steve is a true professional with tremendous integrity. His reputation is well known and highly
regarded throughout the industry. I have benefited and grown both personally and professionally from having known Steve” July 2, 2008
Chris Bekermeier
ConAgra Foods
“Having had the privilege of working with Steve on a number of training sessions while with ConAgra Foods, I can certainly attest to his brilliance as a
communicator, trainer and presenter. His presentations are clearly drawn from real life experiences as well as extensive research on the various topics that
he is presenting, and his ability to relate to his audience is incomparable. Steve is an extremely intelligent and articulate individual, whose presentations are
enlightening, engaging and often times inspiring. Steve is truly a consummate professional and I would highly recommend his services to anyone.” June 28, 2008
Tom Staatz
Broker Sales Manager, ConAgra Foods
“Deep business acumen. Out-of-the-box thinker. Understands the big picture and organizes processes to get to the BIG solution. Both a student of complexity in
business and the underlying causal factors, as well as a teacher of simplified solutions. I hired Steve to create a comprehensive go-to-market strategy for a major
repositioning of a hallmark brand at ConAgra. From product design to packaging to in-store execution to sales force and store personnel certification programs.
He was really the only qualified resource.” June 25, 2008
Tom Bartley
Sears |
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