Training that Sticks

What You Are Saying to Your Customers, Really…?

Posted by Merry Gagg on Tue, Jun 19, 2018 @ 08:06 AM

Whether we like the idea or not, your customer judges you and your company within microseconds. And, I have news for you – so do you, when you are the customer! We all do it; making judgements even when no words have been spoken.

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Topics: Customer Experience, Employee Development

The Customer Experience: how to make hotel guests feel like they’re getting more for their money

Posted by Francis Prézeau on Mon, Jun 04, 2018 @ 12:06 PM

The following blog was written by Francis Prézeau, President and Managing Director of Signature Canada. This was originally posted on Signature Canada's blog, as well as on hotelleriejobs.com.

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Nuclear Email

Posted by Scott H. Lewis on Tue, May 15, 2018 @ 09:05 AM

The immediacy provided by emails and messaging apps is wonderful, except when it isn’t. 

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Topics: Email, conversation

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

Keep Swimmin'

Posted by Roberta Szymanski on Thu, Apr 19, 2018 @ 16:04 PM

My work anniversary was on February 1st.  It’s hard to believe that I have been working with Signature Worldwide for 22 years! I love to see people’s reactions when I tell them that I have been with the company that long; I always wonder what they are thinking, but won’t say, especially the younger folks.  When I first started with the company, we were a very small, home based company with a few dozen employees. Needless to say, in the past 22 years, I have seen change; some changes that were minor and some that were significant, but somehow, I managed to survive them all.

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Topics: Employee Development, Adaptive Performance Management, Change

How to highlight your strategic differential in a highly competitive market?

Posted by Daniel Spinelli on Mon, Apr 09, 2018 @ 17:04 PM

"To be successful in the market, you must deliver a product or service that is unique, attractive, and of very high value to your target customers. This strategy needs to be difficult - if not impossible - for the competition to copy. You must know how to execute it with perfection”. (Spence, 2017)

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Topics: Customer Satisfaction, Communication

Reputation at Risk

Posted by Scott H. Lewis on Thu, Mar 15, 2018 @ 14:03 PM

It’s a normal Friday night: Occupancy is high, the lobby bar is buzzing, and, in the ballroom, a party is just getting started. A deejay has set up his sound system at one end of the room, the F&B manager set up a portable bar at the other, and servers have started circulating among the guests with platters of appetizers.

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Topics: Employee Development

Survey Savvy

Posted by Scott H. Lewis on Wed, Jan 24, 2018 @ 15:01 PM

why.jpg“We’re going to the zoo.”

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Topics: Market Survey, Data

Do Your Service Standards Instantly Reduce Your Customers to a Number?

Posted by Dave Hamilton on Wed, Jan 10, 2018 @ 17:01 PM

number-blocks-sml.jpgI’m all about reducing the number of clicks to access information electronically – that’s why I choose “e” for bank balances, weather forecasts, sports updates and more.  However, as much as I might not want to admit it, nothing beats one-on-one service delivered sincerely, swiftly and with a smile.

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Topics: Good Customer Service

Planning A Luxury Trip Everyday

Posted by Lisa Dimin on Mon, Dec 11, 2017 @ 08:12 AM

How many people do you know who get to plan luxury trips for a living? I am sure it is not many, but at Signature Worldwide our mystery shoppers are some of the lucky few who spend their days dreaming and planning the ultimate luxury get away.

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Topics: Customer Experience, Luxury

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