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.
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 Today
Here is actionable information that you can implement to improve your customer service NOW.
Speak Up! Give More Confident, Persuasive Presentations
Our guide will share seven techniques to banish your fears and deliver memorable and compelling presentations.
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.
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.
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!
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.
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.
Gaylord Opryland implemented Call Center Edge and saw a direct and consistent correlation between improvement in Signature mystery shopping scores and increased monthly sales.
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.
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.
The Dorchester: Set the Standard and Importance of Training
With Resident Service Edge training, The Dorchester increased their employee satisfaction scores by 11% and their resident satisfaction score by 17% in just six months.
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.
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.