Scott Rumsey

the customer service training company

Scott Rumsey

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Overview

An enthusiastic student and practitioner of customer service his whole career, Scott has been working as a trainer and coach in this field since 1996.

His foundation in customer service and then sales emanates from his time on the front line in retail banking with NatWest. Demonstrating a strong philosophy of putting the customer first, Scott was invited to lead a local project team, challenged with the task of reducing customer queues and waiting times. The recommendations from Scott’s team were implemented, resulting in a 50% reduction in queuing and a marked increase in customer satisfaction. His team were rewarded with a Quality Service award at the national service conference.

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, University of Lincoln, Davies Tapes, Moon Beevor Solicitors, London Borough of Greenwich, Avtura, Acton Training Centre, Hall & Partners, Johnson & Wales University (Miami), Costa Cruises, EDF, UK Power Networks, The Ship’s Photographer (Services) Ltd, Restons solicitors, Brockwells Forestry, Oxford City Council, Stevenage Leisure, etc, 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, energy and universities.

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)
Accredited practitioner in DISC and Facet5 profiling tools.

Scott is based in Biggleswade, Bedfordshire and delivers customer service training across London and the south-east.

'Thank you for the meaningful training session again, the team are feeling great today and already I can hear them having a different approach on the phones!'

'Scott was brilliant! We didn't make his job easy as the market / industry we are in is quite difficult to understand and the customer queries we're receiving are challenging to deal with. Lots of tricky questions were asked but Scott handled them like a true professional and created an engaging, motivating environment.'

'He was great. He kept us engaged the whole time and his way of presenting the arguments was very clear.'

'Absolutely fantastic!! Managed to have everyone engaged and focused. Firm but approachable, can work the room.'

'Really liked Scott, great bloke. Interesting, not boring, had enough breaks, learnt a lot, he had some great real life experience to use as examples too.'

'Scott is very knowledgeable and engaging, and great at getting everyone involved.'

'Scott was excellent. Thorough, but listened to everyone and kept momentum up through the day.'

'He was fantastic, every point I understood and he was a great teacher!'