• Service levels: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 retain a client and make him loyal: an 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 training includes interactive mini-lectures, group discussions with consideration of various practical situations, thematic individual and group exercises, moderation, role-playing games, video analysis.