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Welcome to the Resource Center. Here you will find case studies, ebooks and other helpful information to guide you on your path to becoming legendary.

Ebooks

Voice of the Customer

 

Voice of the Customer: Finding Out Why Customers Love You

We survey thousands of our customers every month. Find out what we've learned and how this applies to the way you do business.

Six Tips to Improve Customer Service

 

Six Tips to Improve Customer Service Today

Here is actionable information that you can implement to improve your customer service NOW.

Speak Up!

 

Speak Up! Give More Confident, Persuasive Presentations

Our guide will share seven techniques to banish your fears and deliver memorable and compelling presentations.

Six Tips for Prospecting

 

Prospect the Right Way: Six Tips to More Leads

These tips will make a noticeable difference in your prospecting abilities as soon as you're done reading.

 

Call Examples

There are many subtle differences between an average call and a legendary call. These points will set your company apart and make the difference between an opportunity and a sale.

Hospitality


Average Call

Legendary Call

Equipment


Average Call

Legendary Call

Multi-Family Housing


Average Call

Legendary Call

Case Studies

Training isn't a game of chance. It's a focused discipline, which requires our constant focus and attention to what is going right, and how we can further improve for our methods and for our clients. Read the Case Studies below to find out more about how we helped our clients rise to the challenge, and can help you as well!

Grand America HotelGrand America Hotels & Resorts: Converting callers into clients

By learning to sell the value of the hotels with Transient Edge, The Grand America Hotels and Resorts saw a 17 percent increase in conversions for transient calls and subsequently rolled out Sales Edge training for all properties.

Read the case study

Kentucky State ParksKentucky State Parks: Delivering more experiences in their parks

Kentucky State Parks changed employee behaviors and gained more visitors with Signature's Transient Edge program. An increase in staff professionalism and motivation resulted in a 16 percent increase in conversion rates.

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Gaylord OprylandGaylord Opryland Hotel: Increasing monthly sales over the phone

Gaylord Opryland implemented Call Center Edge and saw a direct and consistent correlation between improvement in Signature mystery shopping scores and increased monthly sales.

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Quality Inn Northern GrandQuality Inn Northern Grand: Creating the great northern experience for every customer

The Quality Inn Northern Grand used Service Edge to educate all employees on their role in creating the guest experience, and subsequently was named Canadian Hotel of the Year by Choice Hotels.

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Rio Hotel and CasinoRio All-Suite Hotel & Casino: Increasing phone calls, increasing reservations

The Rio All-Suite Hotel & Casino used Casino Edge to increase reservations while receiving 44,000 less inquiry calls in the first quarter of the year, while also achieving 100 percent occupancy.

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Towne PropertiesTowne Properties: Bringing the right customers home

With Leasing Edge training, Towne Properties saw a 3.8 percent reduction in economic vacancies and leased 254 more apartments with less traffic, resulting in $2 million in profit.

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WaterColor InnWaterColor Inn and Resort: Seeing diamonds in their customers eyes

WaterColor Inn and Resort achieved the AAA Four Diamond designation for its inn and restaurant, while also elevating the service levels to match property amenities.

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Coaches Corner

Every month our coaching team receives thousands of calls from our clients asking for role plays or ideas on improving sales conversations. Our team has produced a series of coaching conversations around the most frequently asked questions they receive.

Podcast 01 - Resistance Question

Call Center Team Leader Rich Cunningham and Coach Justin Eberhard provide insight on the resistance question.

Podcast 02 - Rate Pushing

Call Center Team Leader Rich Cunningham delves into a commonly faced situation: What happens when they just want the rate?

Podcast 03 - Best Practices

A special guest, Call Center Team Leader Susan Palur, weighs in on best practices for getting the most out of your magic formula.