Training that Sticks

Q&A: Scott H. Lewis appears on Espresso TV (video)

Posted by Holly Zoba on Tue, Aug 05, 2014 @ 14:08 PM

Scott H. Lewis, managing director for the CIS region of Signature Europe, is a trainer, writer and speaker living for 13 years in Kyiv, Ukraine. You recognize his name from the many blog posts he has written on our Training That Sticks blog. Here he appears on the Espresso TV program Q&A with Anastasia Melnyk to discuss business opportunity in Ukraine.

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Topics: Scott Lewis, Signature Worldwide, Signature Europe

Five Service Tips Mama Taught You

Posted by Scott H. Lewis on Mon, Jul 21, 2014 @ 11:07 AM

There’s no disputing that providing great service day-in and day-out takes work, focus and the desire to continuously improve.  Yet the basics are as simple and straightforward as the rules your mother taught you when you were a child. 

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Topics: Tips, Customer Service, Service, Scott Lewis

Message in a Bottle

Posted by Scott H. Lewis on Mon, Jul 14, 2014 @ 13:07 PM

The bottle was old, its glass scratched and worn by weeks of exposure to sand, sea and South Pacific sun. Yet it was still tightly stoppered, and a shake elicited a dry rattling sound. Something within awaited my discovery!

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Topics: Sales, Tips, Scott Lewis, Connect

Winning Over Non-Native Speakers

Posted by Scott H. Lewis on Mon, Jul 07, 2014 @ 09:07 AM

In university, I briefly took a geography course from a professor whose English was heavily accented with his native Italian. Try as I might, I just could not follow the lectures, and dropped the course. I liked the subject, but it was more frustration than I needed.

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Topics: Training, Scott Lewis, Presentations, International

The New 'No'

Posted by Scott H. Lewis on Mon, Jun 30, 2014 @ 09:06 AM

When in Jamaica on holiday, a smiling hotel front desk agent assured me in his local patois that an early check-in would be, “no problem, mon.”

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Topics: Hospitality, Customer Service, Customer Experience, Scott Lewis, Luxury

Top-Down Service

Posted by Scott H. Lewis on Tue, Jun 10, 2014 @ 09:06 AM

Working the late-night shift in an American fast-food restaurant can, understandably, lead to boredom.  The cleaning is done, there are few customers to attend to, and the staff – the minimum-wage cook, cashier, and busboy on duty – will easily find unproductive ways to amuse themselves.

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Topics: Training, Tips, Scott Lewis, Bad Customer Service

Confession of a Tree Hugger

Posted by Scott H. Lewis on Fri, Jun 06, 2014 @ 16:06 PM

Is everyone in your business a ‘tree hugger’?

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Topics: Sales, Tips, Scott Lewis, Employee Development

The Elevator Speech

Posted by Scott H. Lewis on Tue, Jun 03, 2014 @ 08:06 AM

“When you’re not doing anything else, build the business,” was the best advice I ever got from a supervisor. This became my mantra. There was no longer any such thing as “nothing to do.” While others were taking a break, I looked for ways to make myself indispensable.

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Topics: Tips, Scott Lewis, Connect, Customer-centric Culture

“Operators are Standing By!”

Posted by Scott H. Lewis on Tue, May 06, 2014 @ 16:05 PM

“Call before midnight tonight! Operators are standing by.”

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Topics: Sales, Tips, Scott Lewis, Urgency

The Psycho-Mathematics of Surprise

Posted by Scott H. Lewis on Wed, Apr 23, 2014 @ 09:04 AM

Surprises are memorable, but that’s not always a good thing.

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Topics: Tips, Customer Service, Customer Experience, Scott Lewis

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