Training that Sticks

Mode of Transportation

Posted by Scott Mclaughlin on Tue, Aug 15, 2017 @ 15:08 PM

For most of us, the thought of sitting in a classroom listening to an instructor regurgitate facts or read straight from a book gives us serious high school flashbacks.   Bueller…Bueller, anyone? 

Read More

Tags: Training, Employee Development

Field Service – The Tale of Two Scenarios

Posted by Roberta Szymanski on Wed, Nov 16, 2016 @ 09:11 AM

Scenario One

The sale has been confirmed, the paperwork is completed, the invoice has been created; and now, last but not least, the equipment needs to be delivered. Many hands have played a part in getting to this point and the customer is happy and confident that he is getting what he needs. The delivery person that is going to the jobsite has been well trained on how to operate the equipment and is very qualified to answer questions for the customer. But what can a delivery person do to further advance the relationship with the customer while at the jobsite?

Read More

Tags: Training, Field Service

Who Killed Customer Service?

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

We hear it all the time.

Read More

Tags: Training, Customer Service, Service Edge

The Phone is Ringing – Now What?

Posted by Barry Himmel on Wed, Sep 14, 2016 @ 08:09 AM

When someone calls your organization and inquires about your services, how important is that call and what is the objective of the call? Is it to:

Read More

Tags: Training, Employee Development, Telephone

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.

Read More

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.

Read More

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.

Read More

Tags: Hospitality, Training, Employee Development, Reality Trip

Reinforce and practice training: A must for the success of your business

Posted by Dave Hamilton on Wed, Dec 16, 2015 @ 15:12 PM

Whatever your organization calls the process of driving changes or behaviors in the pursuit of a positive outcome or result must have one nonnegotiable ingredient to ensure success: A training reinforcement process that validates and measures.

Read More

Tags: Training, Reinforcement, Process

Attitude of Indifference - Audio Blog

Posted by Dave Hamilton on Mon, Nov 02, 2015 @ 10:11 AM

Dave Hamilton, SVP of Training Delivery and acclaimed story-teller, recounts a short and pertinent tale regarding one of the most important elements in customer service and life: your attitude.

Read More

Tags: Dave Hamilton, Training, Tips

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.

Read More

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

New Call-to-action 3 Free Mystery Shop Calls

Latest Posts

Connect with Us Online

Subscribe to Training that Sticks via Email

Most Popular Posts

Browse by Tag

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.