For whom: employees associated with servicing VIP clients (guests)
Training Objectives:
—to practice the skills of service behavior when servicing VIP clients
— Skills in dealing with criticism and complaints from VIP clients
— clientele building skills
—the development by employees of international standards of servicing VIP clients
- development of cohesion, team spirit and mutual support among the participants
Forms of work:
— information blocks
—role-playing, business, metaphorical games
- exercises
- work in groups and pairs
—video analysis
—feedback and correction
Time: from 4pm to 32pm
Training program
Section 1. The concept of a VIP client
- who is a client, typology, highlighting VIP clients
- VIP client personality
- VIP client's expectations and requirements for the service system
- needs of VIP clients (need for quality of service, need for control, need for respect for status, need for attention and security)
Section 2. Standards for Effective VIP Service
- what is maintenance
- employee behavior model as the basis of service
- peculiarities of staff attitude to work with VIP-clients
- rules for interacting with VIP clients
- negotiation structure
Section 3. Establishing and Maintaining Contact with VIP Clients
- first impression
- establishing contact with status clients
- positive customer emotion is the basis of success
- Practicing effective methods of working with VIP clients
Section 4. Fundamentals of Effective Communication
- client-centered communication
- conscious and unconscious desires of a status client
- techniques for effective argumentation
- building speech modules based on the client's personal strategy
Section 5. Dealing with customer needs
- the art of asking questions
- based on the needs of the client, help make the right choice
- “cultural pushing” as a specific behavior of a VIP client
- warning service
- peculiarities of information perception by people
Section 6. Features of handling objections and claims from VIP clients
- psychological nature of objections
- basics for handling objections and building a positive clientele
- complaint handling strategies
Section 7. Service as a result of teamwork.
- teamwork as a necessary condition for effective service to VIP clients.
- teamwork principles
- team member roles (constructive and destructive)
- team communication
- team support
If you did not find the program you are interested in in the list, please contact us. We can prepare a training and provide a trainer for your unique request.
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