HOME DE QUALITY
Because your brand image starts there.
Not investing in hospitality is like driving without a license : it's possible but it means taking the risk of no longer being able to drive ! To avoid this, I suggest Method “ S.ERVICE ” to guarantee your brand image.
A quality welcome also means knowing how to manage customers called " difficiles ", but whom I prefer to call " les clients under emotion ”. Knowing how to manage the emotional makes it possible to transform a delicate moment into a real opportunity !
Welcoming is an attitude and not a habit. This is why I will offer you in this training many role plays so that each participant can :
understand the importance of a quality reception,
integrate emotional management,
risk-free experimenting with the tools of a good brand image.
A quality welcome is the first dance that we reserve for our customers. All the more reason not to step on their toes !
Because don't forget that...
The reception is the first moment of truth!
GOALS
At the end of the training, participants will be able to :
apply the SERVICE methodology face to face as much as on the telephone for a quality welcome,
identify and respond to customer expectations,
professionally manage emotions,
negotiate constructive solutions in the event of refusal, putting on hold, making appointments, transmitting messages, etc.
1 - The place of reception in the communication chain
What is a good welcome good for?
Communication tools to use
The supremacy of the emotional over the factual
2 - Reception techniques
Detect customer expectations
Apply the SERVICE method
(Smile, Establish Contact, Recognize, Voice, Information, Pamper, Impress)
Interpret hidden customer languages
3 - Dealing with difficult times
Manage customers " under emotion "
Manage your own emotions
4 - Action Plan
Self-assessment method
Develop your strengths
Create a personal action plan
CONTENTS
PEDAGOGY
Using role-playing to uncover and embed knowledge
Emphasis on practice for faster and more comfortable use in the field
Implementation of a real action plan for a concrete improvement of reception techniques
reception manager
Manager's assistant
Secretary and executive assistant
Salesperson / Sales consultant
… and any member of a team brought into contact with internal/external customers
Target audience
The advantages of this training:
Presence of many role plays throughout the training
As a trainer and professional actor, I want to give maximum credibility to role-playing games.
Useful information :
Available languages: French / English.
"Discovery" formats : 2 or 4 hours
"Expertise" formats: 1 or 2 days
Number of participants : 12 maximum.
Download of the "Quality welcome" description
Copyright Eric Lefevre 2021
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