How to Add Emotional Value to Your Customer Service and Create Truly Memorable Experiences (CTME)
Overview
- This workshop will raise the standard of service at your hotel to a level that goes far beyond what you will normally find in 5-star hotels where the focus is on standards of performance (SOP) manuals and on satisfying customers.
- We call this level of service Creating Truly Memorable Experiences (CTME) because every aspect of the guest experience is turned into a memorable experience. CTME is service that is strong in love, care, warmth, empathy, intuition, creativity, and mystery. CTME is a necessary level of service that hotels and hotel groups will have to master before reaching the next level that will focus on fulfilling some of the dreams of guests.
- This is not another workshop with a list of steps and techniques on how to provide excellent service. A lot of time is spent on touching the hearts of the participants through motivating stories and inspiring music so that they want to provide the kind of service outlined above, and also want to touch the hearts of the guests.
- They practise many ways to create memorable experiences, and they learn what they can say and do in English to touch the hearts of the guests. They also learn how to create mystery and leave even first-time guests thinking, “How did s/he know that’s my favourite song / dish / fruit / cocktail / scent / etc.?”
- The workshop is a very emotional experience that changes the way hotel employees feel about their guests and about the kind of guest experience that they should be creating. It also develops their belief in their own ability to provide service at this level.
- The participants usually comment afterwards that they feel able to release the feelings of love and care that are naturally inside them, but which they could not show so much of before. They leave with a very different spirit.
- Please see the section called “Articles” for information about the guest experience that this workshop creates.
Participants
- The training is very beneficial for all front-of-the-house and back-of-the-house employees in:
- top-end luxury hotels, especially resorts, which wish to create a very spiritual guest experience that is strong in love, care, warmth, empathy, intuition, creativity, and mystery;
- hotels in their pre-opening training stage;
- hotels that are aspiring to be recognized for creating a guest experience that is unique in their city, country, or region;
- hotels already voted as “Best in the World” and which wish to take their guest experience to an even higher level in order to consolidate and repeat their accolades;
- underwater hotels that have to create a guest experience that is very special and very different;
- hotels that want to justify their 6-star and 7-star rating.
Duration
1. A 2-day workshop.
2. A series of 14 half-day modules, which go very deep into the process of touching the heart of each participant to create the desire and ability to create the level of the CTME guest experience.
3. A choice of the 14 half-day modules.
Follow-up Process
- We provide for no charge a very extensive follow-up deepening programme that is currently about 440 days long so that the hotel can deepen and strengthen the roots of the guest experience that we will create for you. If you carry it out as directed, you will raise your hotel’s guest experience to a level far above other hotels in the country at least.
Notes
- It is very beneficial to pair this workshop with the workshop that develops self-esteem and self-confidence called There is Nothing That You Cannot Achieve as this workshop helps to create in the participants the self-belief that they can create the guest experience.
How to Deal Effectively With Complaints
Overview
- This workshop shows hotel employees what to do when a guest makes a complaint or shows displeasure.
- The half-day workshop focuses on the language and basic steps of dealing with complaints. The one-day workshop goes deeper into why a guest complains and how to react to a complaint or an indication of displeasure; and provides more confidence-building practice in dealing with such situations.
- The workshop includes relevant content of the workshop How to Add Emotional Value to Your Customer Service and Create Truly Memorable Experiences (CTME) to encourage the hotel employees to want to do their utmost to deal effectively with a complaint as well as prevent it happening in the first place.
Participants
- The training is very beneficial for:
- hotels that are in their pre-opening training stage;
- hotels in countries where English is a foreign language;
- refresher customer complaints training;
- hotels which wish to create a very spiritual guest experience that is strong in love, care, warmth, empathy, intuition, creativity, and mystery.
Duration
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