Customer feelings and decisions with regard to the first impression, sales, willingness to return and reviews are crucial for every business. We are well aware of this, therefore these are the cornerstones of any training.

Our training approach can best be described as interactive and inspiring, with physical exercises, special background music and homework for lasting results.

CREATE YOUR OWN EMPLOYEE TRAINING!

Below you will find the training topics that we can adapt to almost any industry – starting from hospitality to retail and services. Contact us about the topic you are interested in to coordinate the training programme, goal and receive an individual offer!

First impression, self-positioning and creating a pleasant impression
With slight humour and using well-known characters, we look at how to get others to like us from the very first second.
Guiding the customer, evoking a feeling of safety and trust
There are people, whom you trust from the very first eye contact and word. It’s not magic – it involves particular actions.
Building loyalty, positive memories and willingness to return
The more loyal your clients, the more successful your business. They return, recommend, and help you grow.
Sales through tastes and ideas – restaurants, bars and cafes
90% of waiters and bartenders don’t do sales. It’s a fact that this is due to both – the lack of doing and the wrong approach.
How to avoid provoking or irritating customers and partners
Offensive conversations and actions that make one feel uncomfortable. Employees, whom you are afraid to approach or ask.
Effective resolution of complaints and problematic situations
Regardless of what has gone wrong, our task is to ensure that the customer returns and does not tell others about it.
Etiquette for calls, e-mails, WhatsApp, SMS and social media
This is when the first impression is formed from the profile picture, two lines of text and how the phone conversation starts.
Personal hygiene, clothing, accessories and jewellery, cosmetics
Dirty hair, the smell of sweat and cigarettes, bad breath etc. that destroy the long-term efforts of you and your colleagues.

MOST POPULAR SERVICE AND COMMUNICATION TRAINING

*on-site or online

Below you will find our bestselling training programmes! We adapt and provide them in both individual and public form, with the possibility of training multiple companies at the same time.

YOUR NEW COMPETITIVE ADVANTAGES

From the client’s perspective, there are now dozens of very similar service providers in every industry, country and city. Due to this, the quality of service and customer feedback is fast becoming the best form of advertising for any company. This training teaches employees to ‘sell themselves’ first, before selling any product, and helps them to ‘go on a date’ with every customer!

On-site training: 9 hours, 2 days
Online training: 8 hours, 3 days

1. Creating a pleasant image for customers, colleagues and partners, self-positioning, gaining respect
2. The difference between technically correct service and hospitality
3. Welcoming customers, evoking a feeling of safety and trust
4. Personal hygiene, clothing, jewellery and cosmetics
5. Communication etiquette on calls, emails, WhatsApp, SMS and social media
6. Team motivation, creating a positive team spirit
— Main duties towards every colleague
— Team competition “Spaghetti Tower”
— Compliment game
7. Summary
— Essentials to remember after this training
— Homework for lasting results
— Handing out training certificates

ON-SITE TRAINING
Total duration: ~ 9 hours, 2 days
Each day: 4 h of training + 2 x 15 min. break
Recommended number of participants: up to 20

ONLINE TRAINING
Total duration: ~ 8 hours, 3 days
Each day: 2.5 h of training + 15 min. break
Recommended number of participants: up to 20

This is a preliminary training programme that is adapted to both – the specific company and industry.

EFFECTIVE RESOLUTION OF COMPLAINTS

The most expensive customer is the one who does not return and gives bad reviews about the company. This fact has been proven over many years, and is the cornerstone of this training. And it doesn’t even matter who is right – the customer or the company. Employees must be able to create an environment where the customer can forget the negative experience and emotions, be ready to return, and allow the company to make it right!

On-site training: 9 hours, 2 days
Online training: 8 hours, 3 days

1. Actions that irritate and provoke anyone to conflict

2. Steps for complaint and problem resolution

— Self-positioning and gaining respect of customers, colleagues and partners
— Video clip from the TV series “Two and a Half Men”
— Hearing objective and unjustified complaints
— Thanking and showing appreciation
— Understanding the situation, empathy and apologies
— General steps of resolution and supervision
— Communication with a customer, colleague or partner after an issue
— Proven communication phrases for each of the above steps

3. Practical work – training: role playing the most common problematic situations

— Dividing participants into groups of 2-4
— Lottery of the most common problematic situations and practical work
— Presentation and analysis of the developed solutions

4. Summary

— Essentials to remember after this training
— Homework for lasting results
— Handing out training certificates

ON-SITE TRAINING
Total duration: ~ 9 hours, 2 days
Each day: 4 h of training + 2 x 15 min. break
Recommended number of participants: up to 20

ONLINE TRAINING
Total duration: ~ 8 hours, 3 days
Each day: 2.5 h of training + 15 min. break
Recommended number of participants: up to 20

This is a preliminary training programme that is adapted to both – the specific company and industry.

TRUE HOSPITALITY

This training programme is designed for companies that operate in the accommodation, food and beverage, spa and beauty industries. More than 2500 participants have completed the programme, with 98% rating the training as ‘excellent’ or ‘very good’. This training has been proven to shake up, engage and educate participants in both – their professional and private lives.

On-site training: 9 hours, 2 days
Online training: 8 hours, 3 days

1. Creating a pleasant image for guests, colleagues and partners, self-positioning, gaining respect
2. The difference between technically correct service and hospitality
3. 3 levels of successful service:
— INTRODUCTION: welcoming and guiding the guests, creating a feeling of safety and trust
— CONTENT: most important aspects during the meal and the guest’s stay
— CONCLUSION: creating positive memories, loyalty and willingness to return
— Proven communication phrases for each of the 3 steps above
4. Sales approach through tastes and ideas
— Why 90% of waiters and bartenders don’t do sales effectively or at all
— Why appropriate sales is not intrusive and pushy
— Why questions such as “Would you like to order right away?” / “How about dessert?” / “Tea or coffee?” are not sales
— Appropriate sales – through tastes and ideas: cocktails, beer, cider, wine, desserts, food
— Proven communication phrases for each of the sales steps above
5. Practical session – training: development of a successful sales approach and sales phrases
— Dividing participants into groups of 2-4 people
— Assigning random sales situations and practical work
— Presenting and analysing sales approaches and phrases
6. Team motivation, creating a positive team spirit
— Main duties towards every colleague
— Compliment game
7. Summary
— Essentials to remember after this training
— Homework for lasting results
— Handing out training certificates

ON-SITE TRAINING
Total duration: ~ 9 hours, 2 days
Each day: 4 h of training + 2 x 15 min. break
Recommended number of participants: up to 20

ONLINE TRAINING
Total duration: ~ 8 hours, 3 days
Each day: 2.5 h of training + 15 min. break
Recommended number of participants: up to 20

This is a preliminary training programme that is adapted to the company and its current needs.

1. Creating a pleasant image for guests, colleagues and partners, self-positioning, gaining respect
2. The difference between technically correct service and hospitality
3. 3 levels of successful service:
— INTRODUCTION: welcoming and guiding the guests, creating a feeling of safety and trust
— CONTENT: most important aspects during the guest’s stay
— CONCLUSION: creating positive memories, loyalty and willingness to return
— Proven communication phrases for each of the 3 steps above
4. Situation analyzes and recommendations
— Room reservation and upselling
— Check-in at the hotel
— Check-out from the hotel
— Concierge services
— Communication with a guest during cleaning service and meeting in the hallways
— Supervision of lost and found
— Suggested communication phrases for each of the above steps
5. Creating the WOW factor
6. Team motivation, creating a positive team spirit
— Main duties towards every colleague
— Compliment game
7. Summary
— Essentials to remember after this training
— Homework for lasting results
— Handing out training certificates

ON-SITE TRAINING
Total duration: ~ 9 hours, 2 days
Each day: 4 h of training + 2 x 15 min. break
Recommended number of participants: up to 20

ONLINE TRAINING
Total duration: ~ 8 hours, 3 days
Each day: 2.5 h of training + 15 min. break
Recommended number of participants: up to 20

This is a preliminary training programme that is adapted to the company and its current needs.

1. Creating a pleasant image for guests, colleagues and partners, self-positioning, gaining respect
2. The difference between technically correct service and hospitality
3. 3 levels of successful service:
— INTRODUCTION: welcoming and guiding the guests, creating a feeling of safety and trust
— CONTENT: most important aspects during the guest’s stay
— CONCLUSION: creating positive memories, loyalty and willingness to return
— Proven communication phrases for each of the 3 steps above
4. Situation analyzes and recommendations
— Treatment reservation
— Arrival at the spa and beauty centre
— Departure from the spa and beauty centre
— Escorting guest to the changing room
— Spa and beauty treatment
5. Team motivation, creating a positive team spirit
— Main duties towards every colleague
— Compliment game
6. Summary
— Essentials to remember after this training
— Homework for lasting results
— Handing out training certificates

ON-SITE TRAINING
Total duration: ~ 9 hours, 2 days
Each day: 4 h of training + 2 x 15 min. break
Recommended number of participants: up to 20

ONLINE TRAINING
Total duration: ~ 8 hours, 3 days
Each day: 2.5 h of training + 15 min. break
Recommended number of participants: up to 20

This is a preliminary training programme that is adapted to the company and its current needs.

DEMO TRAINING

Just like when you buy a new beloved shirt, you can “try on” our training to see how it “feels on your skin”. For those companies with whom we have discussed cooperation and made an offer, we offer a 1 hour online or on-site demo session to get a feel of the training, how the trainer works and the methods used.

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