Training that Sticks

Customer Loyalty is STILL About the Humans – Part 2

Posted by Kristy Westfall-Moyer on Wed, Sep 05, 2018 @ 13:09 PM

“Customer Service Representatives need to be knowledgeable, courteous and pleasant when dealing with the Customer. So, stop focusing on technology only; in 2018 your Front Line Customer Service People will make the difference!”

- Nancy Friedman, President of Telephone Doctor Services

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Topics: Customer-centric Culture, Employee Engagement

Customer Loyalty is STILL About the Humans – Part 1

Posted by Kristy Westfall-Moyer on Thu, Aug 16, 2018 @ 14:08 PM

“Customer loyalty is STILL about the humans. Despite all the new industry buzzwords and CRM technology, in the end, customer relations in 2018 will depend, as it always does, on the Customer Service Representative.”

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Topics: Customer-centric Culture, Employee Engagement

Positive Reinforcement Ideas to Assist with Training and Coaching

Posted by Norma Jarman on Fri, May 04, 2018 @ 12:05 PM

As someone who has delivered customer service and sales training to a variety of industries for the past 18 years, there is no better feeling than arriving at the training site and being welcomed with genuine smiles and excitement from the attendees – I love it when this happens!

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Topics: Coaching, Employee Engagement

Empathy is a very powerful business advantage…Seal every sale with your heart!

Posted by Alissa Friedman on Mon, May 09, 2016 @ 09:05 AM

Four months ago my wallet was stolen in Houston, TX. One would think this was a horrific experience, to be a woman alone in a big city without her identity, no money, credit cards, or the treasured post-it notes made by my nieces, and it was. But, that’s not what pushed me over the edge and made me absolutely livid. It was a lack of empathy and good customer service after-the-fact that suddenly threw me into a tailspin.

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Topics: Employee Development, Employee Engagement, Empathy

What color are your pants?

Posted by Michael Bozzo on Mon, Nov 09, 2015 @ 10:11 AM

We are thrilled that Michael Bozzo, Senior Manager of Client Services for the US Tennis Open, shared with us some of the fun things that he does regarding team building and helping his group focus on the customer experience. Mike’s passion for delivering exceptional customer service was evident when we started partnering with the USTA almost six years ago and he continues use the training and reinforcement provided by Signature to build a culture of excellence. Thanks Mike for sharing.

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Topics: Employee Engagement

The Working Dead

Posted by Scott H. Lewis on Mon, Oct 26, 2015 @ 12:10 PM
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Topics: Scott Lewis, Employee Engagement

Take Out The Trash

Posted by Scott H. Lewis on Mon, Aug 17, 2015 @ 16:08 PM

I’m no handyman, and I have to admit that I don’t do much around the house. I leave most of that to my wife, Natalie. There are, however, a couple small jobs that I am trusted with – like taking out the trash.

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Topics: Tips, Scott Lewis, Employee Development, Experience, Employee Engagement

Planning and the Epic Fail

Posted by Scott H. Lewis on Wed, May 13, 2015 @ 08:05 AM

Great ideas are easy.

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Topics: Employee Development, Employee Engagement, Planning

The Indispensables

Posted by Scott H. Lewis on Tue, Jan 27, 2015 @ 09:01 AM

I’d just finished presenting a project to my boss. My work had been adequate, but I could tell that it hadn’t exactly blown his socks off.

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Topics: Scott Lewis, Employee Development, Exceeding Expectations, Employee Engagement

All In

Posted by Scott H. Lewis on Tue, Sep 16, 2014 @ 09:09 AM

I love poker, but I’m not especially good at it. In Las Vegas, I’d be just getting comfortable in my chair when disaster would strike.

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Topics: Scott Lewis, Employee Development, Exceeding Expectations, Employee Engagement

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