Case: Training "Emotions that Sell: How to Communicate with Guests"
Tuition
About the project
Development of an authorial training program for contact zone staff (HoReCa, service sector). The goal of the training is to move from the dry execution of standards to creating an emotional connection with the guest, which directly affects loyalty and sales levels.
Tasks addressed by this training:
Service transformation: Training staff to read the psycho-emotional state of the guest.
Cross-selling through care: How to offer additional services unobtrusively, as a solution to the client's problem.
Working with cultural codes: Adapting communication style to the guest (for example, the peculiarities of interacting with tourists from the USA, Japan, or Europe).
Aesthetics of communication: Forming a professional image through non-verbal signals (facial expressions, posture, gestures).
What has been implemented:
Visual concept: Creation of presentation materials in a minimalist professional style (white-brown color scheme) that emphasizes the premium nature of the service.
Content structure: Distribution of material into blocks: "Psychology of First Impressions," "Satisfaction Triggers," "The Art of Complimenting," and "Exiting Conflict Positively."
Practical part: Development of role-play scenarios for practicing skills in real conditions of the establishment.
Result for the business:
Increase in the number of positive reviews about the staff on Google and TripAdvisor.
Enhancement of the internal motivation of the team due to understanding their significance.
Increase in average check size through the implementation of "soft selling" techniques.
Development of an authorial training program for contact zone staff (HoReCa, service sector). The goal of the training is to move from the dry execution of standards to creating an emotional connection with the guest, which directly affects loyalty and sales levels.
Tasks addressed by this training:
Service transformation: Training staff to read the psycho-emotional state of the guest.
Cross-selling through care: How to offer additional services unobtrusively, as a solution to the client's problem.
Working with cultural codes: Adapting communication style to the guest (for example, the peculiarities of interacting with tourists from the USA, Japan, or Europe).
Aesthetics of communication: Forming a professional image through non-verbal signals (facial expressions, posture, gestures).
What has been implemented:
Visual concept: Creation of presentation materials in a minimalist professional style (white-brown color scheme) that emphasizes the premium nature of the service.
Content structure: Distribution of material into blocks: "Psychology of First Impressions," "Satisfaction Triggers," "The Art of Complimenting," and "Exiting Conflict Positively."
Practical part: Development of role-play scenarios for practicing skills in real conditions of the establishment.
Result for the business:
Increase in the number of positive reviews about the staff on Google and TripAdvisor.
Enhancement of the internal motivation of the team due to understanding their significance.
Increase in average check size through the implementation of "soft selling" techniques.