Our Program: "360° for Excellence in Customer Relations in Hospitality"

·         C1: Relevance in assessing customer expectations

·         C2: Comprehensive understanding of all relevant customer details

·         C3: Clear identification of all key moments in the customer journey

·         C4: "Welcoming and assisting guests while adhering to etiquette and hospitality principles."

·         C5: "Identifying customer needs over the phone with impeccable verbal communication."

·         C6: "Adapting non-verbal behavior and wording using intercultural awareness."

·         C7: "Presenting products and services in an engaging and compelling manner."

·         C8: "Practicing empathetic listening by adjusting voice tone and pace and using appropriate rhetorical techniques."

·         C9: "Establishing a personalized relationship with the customer by addressing their specific needs."

·         C10: "Recognizing early signs of conflict and responding proactively and constructively using mediation and assertiveness techniques."

·         C11 / C12: "Enhancing customer loyalty through courteous and appropriate online communication."

* Currently undergoing certification by France Compétences for all 12 competencies.

The Keys to Service Excellence

Raising employee awareness of the importance of their attitude throughout customer interactions. Training them in comprehensive hospitality techniques to ensure a high-quality service that meets the standards of a luxury hotel or restaurant.

 

Creating a Unique Customer Experience

Encouraging employees to personalize their approach and interactions with customers, making each experience more engaging and memorable.

Non-Verbal Communication & Self-Image

Helping employees understand the impact of non-verbal communication and teaching them essential techniques. Guiding staff in recognizing the image they project in relation to their role and the company they represent. Defining industry standards while respecting individual personality and style.

 

Handling Complaints & Difficult Customers More Effectively

Explaining the benefits of effectively managed complaints and providing participants with conflict resolution techniques. By the end of the training, participants will feel more confident when dealing with difficult customers and will know how to handle complaints professionally and efficiently.

 

Hospitality Elegance & Professional Presence

A training program focusing on grooming and personal image. It aims to help participants understand the significance of their appearance in the hospitality industry, especially in high-end establishments. Topics include politeness, courtesy, professional demeanor, body language, and verbal expression.