About us

Established in 2004, Academie du Service is a consulting and training firm offering services in France and more than 20 other countries. All members of our team are driven by a passion for service-led professions, inspired by a vocation to share their expertise. To educate their clients in the service culture, they put people at the centre of their methods and apply the principle of consideration symmetry©.

Our vision

At Academie du Service, we are convinced that service is a crucial factor in our society, capable of creating economic and social value for firms and organisations.
From an economic perspective, service is both a way of enhancing the customer experience and increasing their satisfaction, and at the same time the ability to present highlight service propositions more effectively in order to sell them better.
From a social perspective, showing esteem for people and the jobs they do puts pride back into work and facilitates professional development.

Our convictions

Our approach to service is based on three strong convictions:

  1. Put the human factor at the centre of our approach. The energy of the firm must be directed towards its best ambassador: the customer-facing professional.
  2. Convey to each service professional the significance of their job: they must understand what their job is there for and what benefit it brings to the customer.
  3. Respect the principle of consideration symmetry©: take care of teams so that they will take care of their customers.

We apply these convictions whilst upholding our values: audacity, sharing and balance.

Our governance

Academie du Service has deliberately chosen an open form of governance, allowing its management to co-opt new associates, service experts like them. To date, two new associates have already joined the founders, bringing the number of associates to seven, and this tendency is destined to develop.

Academie du Service is also supported by a strategic committee made up of nine business leaders which meets twice a year to expound and challenge its strategy and innovations.

OUR HISTORY

2002

Academie Accor starts to market its expertise.

2006

The name "Academie du Service" is chosen to differentiate itself from Accor's business activities and set an example in the field of services marketing and management.

2011

Academie du Service is acquired by its management and become 100% independent.

2013

Appointment of two new associates: Jérôme Fière and Thierry Spencer.

1985

Creation of Academie Accor, the first university in Europe dedicated to services.

2004

Creation of Academie Accor Services, a subsidiary of Groupe Accor.

2007

Partnership with Grenoble Ecole de Management to conduct research in service marketing and management, under the leadership of Benoît Meyronin, a future associate.

2012

Launch of the magazine Cultures Services.

2014

Creation of the Service Lab Foundation, under the auspices of Fondation de France.

 

 

1985

Creation of Academie Accor, the first university in Europe dedicated to services.

 

2002

Academie Accor starts to market its expertise.

 

2004

Creation of Académie Accor Services, a subsidiary of Groupe Accor.

 

2006

The name "Academie du Service" is chosen to differentiate itself from Accor's business activities and set an example in the field of services marketing and management.

 

2007

Partnership with Grenoble Ecole de Management to conduct research in service marketing and management, under the leadership of Benoît Meyronin, a future associate.

 

2011

Académie du Service is acquired by its management and become 100% independent.

 

2012

Launch of the magazine Cultures Services.

 

2013

Appointment of two new associates: Jérôme Fière and Thierry Spencer.

 

2014

Official recognition as a research centre by the French Ministry of National Education, Higher Education and Research. Creation of the Service Lab Foundation, under the auspices of Fondation de France.

 

OUR TEAM

The Academie du Service team is made up of service specialists and enthusiasts. From the inception of your projects through to their appropriation and implementation, they accompany and invite your teams to regain fresh confidence, pride in their job and a friendly working atmosphere.
For more information, consult our offer

Fangxu AI
Digital Learning Developer

« The best way to predict the future is to create it »

Fangxu graduated in design, training and technology studies from the university of Strasbourg. She has a true passion for instructional design and digital learning creation. Since 2015, she has actively contributed to several e-learning projects in a variety of industries. She joined the Académie du Service Digital in 2016 as an e-learning developer in order to walk you through your blended-learning projects regarding culture service.

Mamy Andriamaroson
Training consultant

“A long journey starts with a small step.”

A former top-level judoka, he is a sensi (master) in the team. Following career experience as a contact centre manager, and with a penchant for understanding people and professional development, he changed career tack to become a training consultant. He has been at L’Académie du Service since 2012, contributing his enthusiasm, creative talent and teaching skill expertise.

Valérie Bignon
Project Director

“Choose a job you love, and you will never have to work a day in your life” – Confucius

A hospitality professional at heart, Valerie is a true devotee. With experience as a hotel director then as a training consultant, she joined L’Académie du Service in 2014. Valérie will support you with her enthusiastic positive and disciplined approach to your service culture development projects.

Séverine CARRE-MY
Digital Projects Customer Manager

«When people work together, they can turn mountains into gold »

Séverine joined Académie du Service Digital after 13 years in digital learning agencies specialized in tailored training solutions. She supports you in building up your skills development programme. She also  leads the instructional and multimedia production.

Hugo Clech
Digital Project Manager

“To do great things, you can’t talk down to people, but be with them.”

Holder of a Master 2 degree in marketing from the Sorbonne University and a genuine aficionado of the Web and its new uses, Hugo advises you in your digital training projects. The learning process materialises in our way of advancing together, sharing and working. This is why we put people at the centre of our methodology.

Mélany Colling
Project Manager

“Nothing is constant except change.”

Holder of a Master 2 degree in Marketing and Communications specialising in digital, Melany began her career in the bank and insurance sector and joined L’Académie du Service in 2013 as project manager. Since then, she accompanies you in attaining your objectives with the same enthusiasm and attention to detail.

Mélanie Desvaux
Senior Project Manager

“The greatest wealth is human wealth.”

Melanie has a Master 2 degree in International Development of Organisations. She chose to work as Project Manager and Consultant in 2011 for its spirit of sharing and discovery and for the wide range of business cultures she came across. With her open-minded attitude, she is particularly fond of the international aspect to her work at L’Académie du Service.

Stéphanie Drueke
Training consultant

“Humanism and performance go perfectly well together!”

A graduate of Grenoble’s political science school, Stéphanie deployed her knowledge and experience of human relations as an HR Generalist for the Accor group in New York, then as a senior training consultant, a position she has held for more than 10 years.

Jérôme Fière
Associate Director

“Happiness is not the goal but the journey…”

For over 20 years, Jérôme has developed and deployed service and customer care programmes, initially in the leisure, tourism and public transport sectors, then from 2012 for a great many clients of L’Académie du Service. Both committed and curious by nature, he is a keen observer of intercultural matters and has worked in a wide range of international environments.

Jean-Jacques Gressier
Chief Executive Officer

“Simultaneously welcome all Men and all of Man.”

It was when he heard this remark by a Benedictine monk that Jean-Jacques fully became aware of the profound significance of his job as a hotel manager. With L’Académie du Service, he has made it his mission to support the strategic and operational thinking of firms toward a model in which service is at the centre.

Fiona Henaff
Project Manager

“Nothing is so contagious as example.” – François de La Rochefoucauld

A holder of an English language Master in Marketing French Excellence from Neoma BS, Fiona started her career as a manager in retail. Since 2014 she has been energetically and boldly supporting French and international firms in their cultural evolutions, and ensures that their projects yield results.

Harriet LOGAN
Blended Learning Designer

“Tell me and I forget. Teach me and I remember. Involve me and I learn.” Benjamin Franklin

With a Bachelors degree in English Studies and a Masters Degree in Technical Writing, Harriet applies the Experiential Learning methods to the modules she designs. Thanks to the Trial and Error method she works to transform the « I’m too stupid for… » into “I progress in”.

Mélisa Ouamara
Financial Controlling Manager

“Don’t ask what your customer can do for you, but what you can do for your customer” – Faith Popcorn.

Mélissa is an economics and management graduate. She joined L’Académie du Service in May 2012 following 6 years spent in the vocational training field. She deploys her expertise to help colleagues at L’Académie in the financial monitoring and management of their projects.

Pauline Raspail
Project Director and Consultant

“Service Marketing. From intuitive to obvious.”

A graduate of the Specialised Master from Grenoble Ecole de Management, Pauline started working in the field of service marketing when it was still a nascent concept. Keen, perseverant and always on the lookout for a new challenge, she has been advising firms since 2008 on the construction of their service project and contributes to disseminating a “customer oriented” culture within organisations.

Mickael Ratsimbazafy
Superhost / Marketing & Communications Manager

“Listen to communicate; communicate to satisfy.”

Through these words, Mickael wants to embody his job and the values of L’Académie du Service: Audacity, Sharing and Balance. An academic background in hotel management and service marketing enabled him to turn his childhood interest for the service world into his career expertise. His mission: develop communications projects and promote achievements.

Thierry Spencer
Customer Relationship Storyteller / Associate Director

“Share and develop the Sense of the Customer”

The sense of the customer means having the ambition to improve customers’ everyday lives and those of the people who serve them. After working as head of marketing for a number of companies and creating the benchmark blog Sens du Client, Thierry became Associate Director at L’Académie du Service. He contributes his agility and creativity to the phases of awareness and analysis of service projects.

Coralie Vidal
Project Manager

“When I enter a room, the atmosphere is the first indication I can detect of the service quality and team cohesion”

With a Master 2 HR degree from IGS, Coralie has a solid sales background in hotel management and HR, backed up by coaching and skills assessment experience. Having joined L’Académie du Service in 2014, Coralie brings her sensitivity, agility and sense of organisation to your projects.

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