An enthusiastic developer of people, Scott has been working as a trainer and coach in customer service and sales since 1996. Operating from a solid foundation of over 20 years in retail banking, Scott has worked independently and also as an associate since 2000. As someone who is passionate about brilliant customer service Scott brings real feeling to his training and coaching sessions.
Scott has published a number of articles on his experiences as an international trainer and coach. He has worked with many clients (eg, HMV, Waterstones, NatWest, Senate Electrical, Denmans Electrical, Software Europe, Bishop Grosseteste University, University of Lincoln, Avtura, Acton Training Centre, Hall & Partners, Johnson & Wales University (Miami), Costa Cruises, EDF, etc) in a diverse range of sectors, particularly retail, wholesaling and hospitality, but also encompassing finance, training, market research, vehicle repair, airline operations, software design and universities. Scott was the lead trainer for one of our largest projects to date, a training programme for 3,000 staff at UK Power Networks.
His qualifications include:
- Qualified NLP Master Practitioner, Time Line Therapist and Hypno-therapist
- Associate of the Chartered Institute of Banking (ACIB)
- National Vocational Qualification Internal Verifier and NVQ Assessor (CIPD)
- Associate of Institute of IT Trainers (AIITT)
Scott has also undertaken a number of internal consultancy assignments in the field of customer service, including:
- Leading a Quality Circle looking at the improvement of customer service in retail banking, resulting in the achievement of a national Quality Service Award for the implementation of quicker processes for customers.
- Taking responsibility for the achievement and renewal of quality accreditations including ISO 9001.
Scott’s training generates enthusiastic feedback, as the following comments show:
‘Excellent interaction with audience to keep interest levels and ‘facilitate’ learning. Good team building exercise as well as learning practical tips to use in sales process.’ Deborah Saunby, Sales Manager, Software Europe Ltd
‘A little feedback from our session: I’ve had an absolutely amazing two weeks, it’s just like the fog has cleared, I can’t tell you how grateful and excited I am about this… We’ve landed enough work now over the next 4 months to give me time to really nail the strategy and have it working over the next couple of months and drive the whole strategy forward…. The brakes are off and it’s full blast accelerator time!!!!! Thanks a million.’ Charles Barnascone, Managing Director, Infinite Possibilities Ltd
‘Thank you for all your outstanding work. Your flexibility and objective driven focus has made you a strong member of our team. We are proud to have you on board as one of our faculty.’ Peter J James, Director, Contract Education Services, Johnson & Wales University, USA
‘Thank you for sharing your tips with us. I enjoyed the course and this will surely help me in performing my tasks. I salute you for a job well done.’ Crew manager, Costa Marina (cruise ship), after completing the first module of the Costa Crociere Management Development Programme
Scott is based in Potters Bar (Hertfordshire/north London border) and delivers customer service training in London and the south-east (London, Essex, Kent, Sussex, Hampshire, Isle of Wight, Surrey, Berkshire, Middlesex, Buckinghamshire, Hertfordshire, Bedfordshire, Oxfordshire) and East Anglia (Cambridgeshire, Norfolk, Suffolk).