Training that Sticks

Holly Zoba

Recent Posts

Who Killed Customer Service?

Posted by Holly Zoba on Wed, Sep 21, 2016 @ 08:09 AM

We hear it all the time.

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Tags: Training, Customer Service, Service Edge

A Tale of Two Hotels

Posted by Holly Zoba on Wed, Aug 31, 2016 @ 08:08 AM

Once upon a time we made two phone calls to two hotels. We recorded those conversations because, well, that is what we do. Unlike the NSA, we don’t record these phone calls because we are concerned about national security, instead we are concerned about the state of customer service. And as you will hear, we have good reason for our concern.

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Tags: Training, Customer Service

Introducing Adaptive Performance Management™

Posted by Holly Zoba on Mon, Apr 18, 2016 @ 10:04 AM

What happens when managers are uncomfortable giving developmental feedback to employees? They avoid it and hope the poor performance improves by magical forces. But that usually doesn't happen.  The employee doesn't know what they are doing wrong or how to improve, so they continue making the same mistakes over and over. The manager grows more frustrated, but still avoids confrontation. The employee may leave, or worse yet, stay and continue the bad performance - which ends up chasing away the high performers, because they don't feel like their efforts are either recognized or valued.  And the end result? Loss of profits.

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Tags: Training, Leadership, Employee Development

Five Surprises Across the Front Desk

Posted by Holly Zoba on Mon, Mar 28, 2016 @ 08:03 AM

People always ask me for the ROI of training a front desk staff and I am always a little stumped. It’s a logical question. If you are spending money on training, it only seems fair that you would expect some sort of return, but quantifying that return becomes the tricky part.

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Tags: Hospitality, Training, Employee Development, Reality Trip

Become an Expert in Social Selling

Posted by Holly Zoba on Mon, Mar 14, 2016 @ 15:03 PM

We have been in our instructional design workshop enhancing and adding to our sales training portfolio.  Some of the most exciting programs we are now bringing to our clients are focused on social selling.  What does it mean?  Does it really work?  Isn't it just an excuse to hang out on LinkedIN? 

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Tags: Sales, Social Media, New Programs

Finding Organization and Inspiration in an App!

Posted by Holly Zoba on Tue, Dec 29, 2015 @ 10:12 AM

Organization and inspiration – those are two of the most frequent needs I hear from our clients. Often those requests accompany others, like more revenue, more time, better employees, and growing customers – but really you can tie a lot back to the simple need for organization and inspiration.

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Tags: Social Media, App, Productivity

Coaches Corner - Best Practices Podcast

Posted by Holly Zoba on Tue, Oct 13, 2015 @ 14:10 PM

Join Call Center Team Leader Rich Cunningham for another episode of Coaches Corner. A special guest, Call Center Team Leader Susan Palur, weighs in on best practices for getting the most out of your magic formula.

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Tags: Training, Tips, Coaching, Rich Cunningham, Susan Palur, Podcast, Coaches Corner

Coaches Corner - Rate Pushers Podcast

Posted by Holly Zoba on Wed, Aug 05, 2015 @ 09:08 AM

Our popular new podcast, Coaches Corner, is back for round two! Tune in as our host, Call Center Team Leader Rich Cunningham delves into the specifics of how to stay in control of a commonly faced situation: What happens when they just want the rate?

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Tags: Training, Tips, Coaching, Rich Cunningham, Podcast, Coaches Corner

Coaches Corner - New training tool hits the airwaves

Posted by Holly Zoba on Mon, Jun 15, 2015 @ 14:06 PM

It’s a blog post! It’s a video! It’s a Cue-Tip! No… it’s a podcast!

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Tags: Training, Tips, Coaching, Podcast, Coaches Corner

Periscope - Seeing things that are otherwise out of sight

Posted by Holly Zoba on Thu, Apr 23, 2015 @ 09:04 AM

If you’ve been reading this blog, Training That Sticks, you may notice that, usually once a month, we have a different department employee from Signature Worldwide contributing an article. Our goal is to give people a glimpse into the inner workings of a training organization. We try to answer some of the most frequent questions we get with these articles. For example, everyone always wants to know what it is like to be a Signature trainer, so we asked Norma Jarman to write an article and let everyone in on that lifestyle choice. And we thought people might find it interesting that when we do mystery shopping, we have different people making the shopping calls vs. scoring the shopping calls so we wrote about that.

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Tags: Social Media, Holly Zoba, App, Technology

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Signature Worldwide is known for customer service training, sales training, tips for customer service, improving customer service excellence, raising the bar for customer service skills and sales skills, hospitality training, social media training, equipment training, staff development and corporate training for many different industries, creating a better customer experience, mystery shopping to reinforce skills, and improving your overall customer service experience. Contact us today for more information on our customer service courses and sales training, as well as other training programs and solutions to benefit your company.