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Besökskraft - Service and hospitality – improve the guest experience in a physical and digital environment

This course aims to introduce, discuss and improve additional sales, customer relations, communication and describing digital solutions aiming to capture the guest's / customer's satisfaction. 

Längd

1 dag

Ort

Distans

Pris

2 500 SEK exkl moms

Studieformat

Digital, teacher's led, flipped classroom

Beskrivning
Målgrupp
Intyg, certifiering
FAQ
This course aims to introduce, discuss and improve additional sales, customer relations, communication and describing digital solutions aiming to capture the guest's / customer's satisfaction. The participant learns to manage different guests or customers according to their needs and wishes, as well as learns to handle positive and negative feedback, service situations in a proactive and constructive way. Sales in general is an important part of the course, where the participant learns to handle sales based on the respective participants’-, companies'- and industry's prerequisites.

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
The course is aimed at those who already work with hospitality and sales or have an experience within a field.
Diploma


Beskrivning
This course aims to introduce, discuss and improve additional sales, customer relations, communication and describing digital solutions aiming to capture the guest's / customer's satisfaction. The participant learns to manage different guests or customers according to their needs and wishes, as well as learns to handle positive and negative feedback, service situations in a proactive and constructive way. Sales in general is an important part of the course, where the participant learns to handle sales based on the respective participants’-, companies'- and industry's prerequisites.

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
Målgrupp
The course is aimed at those who already work with hospitality and sales or have an experience within a field.
Intyg, certifiering
Diploma
FAQ


Distans
07 februari 2022, 09:00 - 16:00
39 platser kvar

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