The online course is carried out during a day. Participants must prepare for the course by watching a recorded material in advance. During the course the participants’ as well as the course leaders’ reflections, discussions and theories are alternated in a most discoverable manner. Exercises are compounded with exchange of experience on each topic of the block. After the course, a course certificate is obtained.
Innehåll
Block 1: Hospitality
• Introduction, course curriculum. The participant's expectations and objectives with the course.
• What does good service and sales mean today and in the future. Current situation & trends.
• How do we create an optimal guest experience - to see it through the guest's eyes.
• Storytelling in physical and digital communication.
Block 2: The guest experience
• Guest service & customer relations – on-site and on-line, similarities and differences.
• To create profitable guest experience, the path to guest satisfaction and loyalty.
• Proactivity - to be one step ahead, what does that mean?
• Difficult conversations – how to deal with irate guests.
Block 3: Sales methodology
• Buying process and Selling process - how do we match them?
• Upselling - what is it - actually?
• To sell in an efficient and engaging way - both on-site and on-line.
• Salesforce methodology - our toolbox for good business.
Block 4: Block 4: My personal service and hospitality
• Summary of the course.
• Each participant prepares a simplified form of an action plan for improving and implementing customer
service and sales techniques, solutions and methods.
• The action plan is based on reflection on one's own experience well-established during the course.
• Presentation of the action plan enriched by feedback from other course participants and the course
management.
• Conclusions.
For more information on how we handle your personal information please visit Besökskraft - Kompetensutveckling för besöksnäringen (regionvastmanland.se) and see the tab ”Jag skall gå en utbildning”
If you have any questions please email us at: besökskraft@ya.se