LUXURY class service
On January 31 and February 1, Fashion Consulting Group will hold an interactive two-day training on premium service.LUXURY class service. How to exceed the customer's expectations.
The training will take place in the form of interactive mini-lectures, as well as group discussions with consideration of various practical situations. The organizers have planned thematic individual and group exercises, moderation, role-playing games and video analysis.
During the classes, the training participants will be able to analyze the following topics:
- The levels of service are standard, high, luxury class service.
- The staff as the main conductors of the service for the client. Creating a service culture in the company. Examples of standards based on customer needs.
- How to keep a customer and make him loyal – action plan.
- Communication skills in the service. Management of psychological contact. Creating trust and positive communication.
- Building long-term relationships with the client. Working with CRM.
- A complex client and the skills necessary for effective communication with him.
- Principles of effective communication.
- Express diagnostics of the client's psychotype and selection of the optimal behavior model in accordance with the situation, reaction and type of client.
- Communication with an aggressive and persistent client. How to respond to unfounded claims and complaints. Ways to resolve conflict situations. How to resolve the situation correctly and save the client.
- Express methods of self-healing after a conflict, a stressful situation.
The author of the training – Elena Stolyarskaya, a business coach with more than 17 years of experience.Through Elena's efforts, the Luxury Training Academy was created in the company Mercury, where Elena developed and conducted projects to train the staff of boutiques.Tretyakov Passage, Barviha Luxury Village, Trading House Moscow (TDM),TSUM,DLT.Elena has been cooperating with the brands Dolce&Gabbana, Valentino, Loro Piana, Giorgio Agmapi,Brioni,Kiton, Tom Ford and many others.
Photo: Fashion Consulting Group