Topservice: the excellent host | Vincent Vermeulen | Skillshare

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Topservice: the excellent host

teacher avatar Vincent Vermeulen, The art of Hospitality

Watch this class and thousands more

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

    • 1.

      Welcome to the course


    • 2.

      What is service ?


    • 3.

      Why service ?


    • 4.

      How to offer great service - part 1


    • 5.

      How to offer great service - part 2


    • 6.

      Topservice language


    • 7.

      4 topservice techniques


    • 8.

      Change the script


    • 9.

      Real life stories of great hospitality


    • 10.

      End of the course


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About This Class

Start offering amazing customer service in your company.


If you are looking for new ways to surprise your customers and train your team to deliver amazing experiences to your clients, then this course is for you!

By the end of the course, you will have step by step instructions on how to integrate high level service.

We will be teaching you how to handle different types of customers and handle difficult situations.

What makes me qualified to teach you?

Vincent Vermeulen is part of HospitalityTutors and presents this course. He is the founder and director of School for Butlers and Hospitality. One of the most renowned butler schools in the world. 

“My former students are now employed by the most successful families in the world or have been working at the highest level in the hospitality industry, from 5 star hotels to Michelin awarded restaurants. Hospitality is in my DNA”

Life changing training ! - Guy Naillon

Service will never be the same - Karin Ludwig

My guarantee to You

I’m a fourth generation hospitality professional.I'll be here for you every step of the way. If you have any questions about the course content or anything related to this topic, you can always post a question in the course or send me a direct message. 

What is this Topservice course all about?

In this complete training to topservice you will not only learn everything about service but also how to apply hospitality.

This course will cover everything you need to know to start, including:

  • Verbal and non-verbal communication
  • Anticipating guest needs
  • A new way of talking to guests
  • Real life examples
  • Engaging delivery
  • So much more!

Learn from a professional with over 30 years of experience.

Go ahead and click the enrol button, and we will see you in lesson 1!

Meet Your Teacher

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Vincent Vermeulen

The art of Hospitality

Level: Beginner

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1. Welcome to the course: you have just taken a great first step toe. Offer top service in your business whether you have a new business or you already own a business. This training will help you to deliver top service on the level not many off your competitors will have. Ultimately, it will add up to you being able to increase your prices on become the best business in your area. Now, in this video, I just want to thank you for enrolling and talk a bit about how this course is organized and the secret to our success. This course is based on real life experience off a team off service professionals, and I'm here to present it to you. In this training, we will show you every exact step on how to deliver top service with proven hands on techniques, and I hope that or joint experience and research can help you in becoming successful through discourse. It starts with showing you the basics of what customers will expect of you eye for detail, your body language and something we call the art of conversation. In every section, I will show you exactly how to do things. Present yourself, talk to customers and think outside the box in terms of great service. We will go into detail on how to improve your language, both verbal and nonverbal. You will learn it all here. Our goal off this training is that you get quality reviews from your customers and that you match your client's. Expectations on this course will allow just that. Now we are very excited to share all of our research knowledge, experience, secrets or things we have learned over the last 25 years. Delivering top service. If you apply these techniques straight awaiting your business, we guarantee you a rice in customer satisfaction and customer retention. If not, we will refund you with our 30 day money back guarantee. So let's dive in straight away in the next few lessons. 2. What is service ?: now what is service? It serves really the thing you need to make a difference in your company. Let's have a look at it now to define service. It's not that easy. What if you have a five year old child coming into the room and he or she asks you what? ISS service? How would you explain that? Now? Let's try. First of all, you probably know Trip Advisor. Now, for those who don't Trip Advisor is a website where you can leave a review on a restaurant you visited or a hotel or even amusement park. If we look at all these reviews and all of them could be complaints, a lot of the complaints almost eight out of 10 are about service. Now what do people perceive as service? Let me give you an example. Let's say you go to a restaurant and you order a steak and you want your steak, Um, rare, for example. All of a sudden you're steak is served and it's overcooked. It's got too much. Now what you do, you call the waiter and you say, Obviously there's a problem. Now the way that the waiter will interact with your complaint what your remark is, what we perceive as service. It's how he will handle your complaints and what he will do with that situation. That what we see a service now, before we continue and before we can define service, let me take you through a few numbers. You probably know. But 62% of people will buy Mawr after a positive experience, and 66 people will buy less after a negative experience. Nine out of 10 people are influenced by online reviews. Now, this is a staggering number. People going online even if you have been, for example, recommended the latest iPhone by your best friends, you will go online to buy it. And if you see a review, you will be influenced. Now, I'm not saying you're not gonna buy it, but you will be influenced. This is absolutely a scary number. If you ask me. 69% off. People say that good service depends on speeds on the speed of response, for example, think about the number of emails you get in a day. It's also mind blowing, and I can show you hundreds of females I've got Will people will congratulate me on responding on a very in a very quick way. So 69% of people think that is a good thing. Seven out of 10 people will say that bad services. When you have to explain something again, let's say you call the phone company and you explain a problem. They will patch you true to a technician or somebody else who will help you. And you have to explain again. That is again what people will perceive as bad service. 95% of people will talk about a bad service experience, and only 87% will talk about a good service experience. Because when I go to my local restaurant, there's like a small sign on the wall that says, Did you like it? Tell your friends you didn't like it. Tell us so very important. A while ago we did a survey with 100 50 companies, and we asked the customers off those companies, which in total, are about 6000 people. What do you think is the most important in terms of hospitality when you go to a company when you visit a company could be any company in any industry on before the results came in , I already knew what the answers would be. Not exactly, but kind of what the range of answers would be. And what we see here, for example, is that the most answers have to do with the human aspect the human interaction off people in those companies. Next, we asked those customers what bothers you the most when you visit a company. And again we see that, for example, it is mostly human aspects. When they have you waiting too long, when they don't know who you are, etcetera, etcetera. Last but not least, we asked him, What do you expect as a minimum when you are welcomed in a company and again we see those human aspects. As you will see here, for example, in these results off the survey. Now, in order to define service, let me give you a few examples. And let me tell you a few stories. First of all, do you know who Peter Shankman IHS Or probably you don't because his other celebrity, he's just a businessman just like you and me? Probably on Peter Shankman is somebody who likes to things. He likes his work and he likes steaks more specific grilled steaks. Now Peter was on a flight from Chicago to New York just before he goes on to the plane. He sends a tweet into the world, and it's a kind of a joke because his favorite restaurant is called Morton's On. Before he boards the plane, he sends out a tweet, saying, Hey, Morton's, can you meet me at the airport with a porterhouse steak when I land in two hours? Just to say, I'm glad to go home? I can't wait to have my favorite steak. Now at Morton's, there is someone who sees this tweet coming by now. What do they do? They have one off their waiters, fully dressed in a tuxedo, waiting for Mr Shankman at the airport with a paper Brownback on a porterhouse steak inside . And if you don't believe me, have a look at this picture now. Did he eat the steak on the sport? I probably don't think so, but it's a great way off getting in touch. What your customer. So what is service? It could be paying attention to your customer but paying sincere attention to your customer . Another great example. Off customer service is this story. Do you know what this is? It's called Tiger Bread Now. Have you ever seen a tiger that looks like this? I haven't. It looks more like a leopard or maybe a giraffe. Indeed. The giraffe. Now there's a small girl in England and her name is living and she's in the supermarket with her mom. And she looks at this Brett, and she says to her mom, that doesn't look like a tiger at all. And the mom notices it just like we just did. And she says What you write it doesn't look like a tiger, and Lily says it looks more like a giraffe. And her mom says, You know what? You should write a letter to the supermarket saying that it should be called your off bread , and that is exactly what Lily did. Lily writes this letter to the supermarket, and this arrives on the marketing department. Now there's a guy, customer service, marketing officer, Let's say, and he sees this letter, any things to himself. Wow, this is a brilliant idea. This is really a story behind it. So he writes back a letter to Lily saying, Dear little girl, you're absolutely right it doesn't look like a tiger at all. Now what we're going to do is we're gonna change the name over Tiger bread to giraffe breath, especially for you, and so that you can buy your first giraffe bread. I have added a gift card so that you can be the first to buy it. And indeed, this marketing guy he keeps his promise, and what he does is in all of their 200 plus supermarkets. They changed the name off Tiger Bread to Giraffe Brett on. More than that, he actually publicizes the story with the product. Have a look at this, Needless to say, that the sales went up with 300% so again, service might be paying sincere attention to your customer. Now, unfortunately, there's also other stories. There's a lady who has trouble with her digital television. Now there are a few off the channels that are not working on her digital television, so she calls the customer service and she says, Look, there's something not working here. And what did they say on the customer service hotline? Well, madam, you have to go online and there you can solve it on the Lady says. But your customer service, can you do anything for me? No matter. You have to go online and solve it there and the lady says, But why are you then there? So as you can see, not paying attention or doing the effort for your customer is bad service. Another thing you have to realize in terms of service is that anyone who works for a company should be an ambassador for that company should be inspiring customers or guests. Now I run a butler school and we trained bunkers, so our buckles should be trained in the best possible service. Now our training is quite intensive and the 1st 5 days are the toughest ones. We call it hell week, just like the Navy seals. Why? Because our butters get a load of information five days. Not only do they have to study it, they also have to apply it immediately. We took about service hospitality, eye for detail, anticipation, etcetera. So and on the fifth day of the training, we send them to a hotel in the middle of a beautiful town nearby cold brush and we sent one student toe one hotel and they have to do. An exercise on that exercise is you go into the hotel and you asked to go to the toilets, and you have a look at how the receptionist will help you or what they will or will not do . Have a look at their body language eye contact. Are this smiling? Maybe they're even escorting you to the toilets. So when they go to the toilets and they come back, they go to the receptionist and they ask for a price. A price for three rooms. For four nights now in this town, you will easily pay 300 euros per room. That's quite a lot of money. If you do that times three rooms and times four nights, you will end up around 3.5 1000 euros. Now that is a really big budget. Do you know how certain hotels offer those prices to our butler students? Do you know in what way they are an ambassador or better said not on ambassador, Because when you are working for a company or you representing a company, you should be inspiring people, being an ambassador and giving that passion to them as you would for anyone else have a look at how they present their prices. What you see here is how a five star hotel presented their prices to one of our students. It's horrible, don't you think? It's just a piece of paper where they've written on the prices on? Mostly, they will say with giving that piece of paper, you can also find everything on the Internet. Now that is a horrible way of doing business. Are you agreeing with me? Because if you would buy, for example, it's a a bike or a motorcycle off 3.5 thousands. That's also a lot of money. If you go to a bike shop, they will probably give you a brochure with professional photos. Have you probably will be able to ride a bike before you buy it? So how you are an ambassador for your brand is hugely important to convey good service to your guests. Now you see this picture of a five star hotel, and as you can see here, well, this is a four star hotel. It's a bit better that didn't write any mistakes. But what happens when I flipped this page have a look? Not much better, either. That is not the way how to bring over your product to your customers 3. Why service ?: Now we answered what services? So it's paying sincere attention to your customer. The next question could be, Why do you need service? Why, it's any possible reason to provide service. First of all, I think it's the perception of the customer, the way the customer looks at your company or at your products or brands. I have a look at this hotel. This is the Ritz Hotel in London. It's since more than 100 years, one of the top hotels in London And how do you perceive it? What is your perception about this hotel? Well, before you think about that, let me explain. I went there well a while ago. Now I went to the restaurants, didn't sleep there because he pay about $1500 a night, and that was a bit outside my budget. But I went there to the restaurant because service and hospitality is my profession and I want to learn as well. So I went there on I rife with tax, who with my wife the door goes open. There's a very nice guy with a top hats welcoming are saying Welcome to the Ritz. So the experience already started. We walk into this beautiful lobby, as you can see here, and we walk down the hole now to the left and the right off this whole, you have small salons and small rooms working have tea time because the Ritz and London is world famous for its tea time, and we go into the restaurant at the end of this corridor and we see a lady singing life. There's, Ah, violin. There's all sorts of things. They have all silverware, and they serve in a very elegant way. There's even the logo off the Ritz, which is in the butter encrusted. Now what is your perception about this hotel would just say it's fancy. We just say it's wow, Would you say it's luxury? Well, let me break that perception in less than 10 seconds because this is also the Ritz, and this is also the Reds. And have you ever seen a bathroom? When you pay $1500 a night while it looks like this, are you shocked? I think you would be because your perception just dropped to zero. And we all have that when you go to a restaurant and the toilets are not clean, your perception drops. When you go to a car dealership and the parking lot is full of cigarette butts, your perception drops, so perception is the first thing that you need. If you want to have some good service now, how can you solve that? You can solve that with eye for detail, but I'll talk about that later. The second reason why you might need service is the choice off the customer. Why would they choose you and any industry you are, whether it be a product, a service, a restaurant, a car, Brent, whatever. Why would they choose you? I didn't think it's about the product. Not always. Mostly it's about the people. It's about the service, which is offered. They have a wide range of choice. So that is probably the second reason the third reason to provide service is the wish of the customer. What do they wish? What do they need? Because I'm convinced that people don't know what they need. I didn't say they don't know what they want, I said they don't know what they need, and that's where certain companies are creating needs. For example, Apple, they created the need for a phone with a big screen and one button. Nobody needed it until it's appeared. So I'm 100% certain that with innovation in service, you can go a long mile if you know what I mean. 4. How to offer great service - part 1: we talked about what services, Why you need it was the logical next question. How how can you provide really good service, what we call top service now? The first thing that you could do is training. Have you ever noticed when they built a $1,000,000,000 hotel that they invest in rooms and kitchens, including for the staff, but not so much in training? It's absolutely mind blowing the small budgets or no budgets, which are foreseen to train staff in any sort of company. So training is the first thing now. Why? Because if you don't know the techniques how to welcome people, he cannot apply them. For example, athletes. There's no athlete winning a Olympic gold medal with only training once a month. They have to train multiple times a week. It's a constant effort, you know, for example, this gentleman. Yes, exactly. He's a chef, as you can see by his clothing by Who is he? He is called Joel Robuchon. He's a French chef, is not just any chef. He used to be the chef of the century. The chef of the 20th century, he owns in between 25 13 and 30 Michelin stars, depending on what year it is. Do you think he's in all these restaurants at the same time? Of course. No. He's got a tree star Michelin restaurant in Las Vegas. He's got one in Tokyo. He's got one in Paris, but his team is very highly trains. Another gentleman, you might know is this person, Ronnie O. Sullivan. He has been more than five times World champion. In snooker, he has performed the 147 which is the highest break you can make in snooker over a dozen times on television. Why? Because his highly trained he trains over eight hours a day, 5 to 6 days a week. So they're highly trained. And I would recommend exactly the same for you or your team. If you don't know how to shake hands properly properly. Well, you're not trained in it, so look it up. The next thing in how to provide really good service is a very interesting ingredients. If you know me, this ingredients will allow you to know only give service, but top service. This ingredient will make sure that you on a Monday morning, if you don't really feel like it or on a Friday afternoon just before the weekend's Give every customer the same level off service, and that ingredient is called discipline. Now discipline is what will set you apart is what will it set you apart in terms off, giving every customer that high level service and not missing out one time That is so, so important. Have a look at this picture. For example, our butler students. This is how they start the day. So the day in this Butler school starts at 8 30 in the morning. Now it starts actually much earlier. But at 8 30 we do. What we call the line up on the lineup is they stand next to each other. Not maybe like this on the staircase, but next to each other. And what the head butler real do. The head butler is the students who is responsible for the entire group. He or she will actually check everyone in terms of their grooming and clothing. On day will do complete check from head to toe. On top of that, they will do a information hand over. They will tell everyone what the weather will be like, what the events will be in the house or any other news in the world because that might be very important to the butler working for a high network individual. We do this one to treat times a day discipline, discipline. We never never miss out on it because we want to serve every possible guest on the same high level. We introduced the term C H o. You probably know CEO, CFO see odor bunch of CEOs. But we have the C H O, which is the chief hospitality officer. We were working for a car brands, and they asked us to have a look at this. Now what is a chief hospitality officer? First of all, it's somebody who will outline the hospitality program in the company. On top of that, it's somebody will actually assist all the employees in carrying out that program. So that means that they will write out certain procedures in how to welcome guests. How did we come to that? A while ago, I had a CEO calling me off a premium car brands, and he asked me this question. He said, Why is it when people come to our car dealership and they boy 100 and $50,000 car. Andi. I go, for example, to a hotel where only pay 100 50 euros. When I get up in the morning, I get a nice cup of coffee, a hot role, maybe a freshly squeezed orange juice. But when people come to our car dealership and they pay 100 $50,000 we serve them. This and I answered this gentleman. It's probably because you don't have any discipline in your hospitality program. It's unseen what certain car Dios were offer you. Even if you pay a huge amount of money for the project product, you just bought another thing, which is easily overlooked in terms of discipline. E mails, e mails is actually an electronic mail on a lot off. People lack discipline in writing emails, for example, they don't write any salutations. If they have, for example, two or three emails going back and forward, they don't even read. They don't even write Dear Sir, Dear Madam, etcetera. Their signature might be incomplete or not really read herbal and last but not least, a lot of people write emails. They write SMS like they write text messages. Why? Well, it's beginning to become a normal thing toe answer really short. But you shouldn't because an email, as I said, is an Elektronik letter. Can you imagine when you would have beat sending letters 30 40 years ago? Like we are sending emails now that would look something like this. So keep that discipline in your company. Keep that discipline in your team. 5. How to offer great service - part 2: If you want to offer rial good hospitality in any business, the next topic is very, very important. It's all about language. Language is a thing that can make the difference in communication, and that is what you are looking for when you're communicating with a customer. As you know, language is divided in two parts. The verbal part on the nonverbal part. The non verbal part is better known as body language. Now, body language in itself is divided into three pieces. The first piece are the words only 7% of our body language or works. Much more important is the tone of voice. The Internation in your voice 38% of body language is Internation or tone of voice because with one words, you can make a complete difference towards your customer. You could say, for example, ulcer. I like to plan a meeting with you on Thursday or Friday, but you could also say I would like to plan a meeting with you on Thursday or on Friday and emphasizing that small word or will give the feeling to the customer that he or she has a second option that you are actually doing in the extra effort to help them in what they are looking for. The most important piece in non verbal language or body language is the physiology. Physiology is how you stand, how you keep your body. Even your facial expressions are very important. Even the way you breathed will show a customer or anyone what you are doing. So no nonverbal communications are really important. Have for example, look at these two people, as you can see there having a good time. They're looking at something there, pointing, which is not the most polite thing in the world. But anyway, now I'm gonna show you a picture off those two people again in a different situation, and they will be pointing again now. Have a look at how the atmosphere will change, and that is exactly the same with you. If you are talking to one of your people working with you on your team, for example, and a customer comes towards you, let's say 20 meters away. He or she will see on more sense if there's something wrong. So really, watch your body language. It gives so much away. It's so very important. Have a look at this picture, for example, Here you can see a tennis player, and this is what he is shouting to the referee, not the nicest thing in the world. What I'm going to do now is I'm going to change the photo, and I'm gonna leave the words have a look how that changes again. The atmosphere, a good example of bully language is shaking hands. Historically, it comes from the nights showing trust towards one another and meaning they are not bearing any arms. So that's where it comes from. But these days, shaking hands it's more of, ah, polite way of saying hello. So how do you shake hands? First of all, you give a straight hands a hand like this. Not like that. Like that, just like that. That's the straight hands. Next, if you over your hand to somebody, you go advance towards that person. Don't pull away. Because if you do, for example, that that's a bad sign of body language, you probably agree. At the same time, you make eye contact and you smile. Not only do you do that, but you give quite a powerful handshake. You have to be careful with ladies or people wearing jewelry, but anyway, don't have it too faint, if you know what I mean. It has to be a powerful handshake, but the most important thing is when you're shaking hands while you are shaking, do not turn your hands because when you turn your hands operates, that means you want to be dominant. That means you want to dominate the situation, and also your customer or your client will feel that I'm gonna show you a picture of two people in politics. Andi, these people are not the best friends in the world, but they have just went, went through meeting and at the end of the meeting there, shaking hands and have a look at the picture and what that body language says as who wants to dominate who? 6. Topservice language: as I told you in language, you have both verbal and nonverbal in the non verbal. I told you that words are the least importance because this is only 7% off communication in your body language. And I also told you that 38% waas Internation. So the tone of voice. If you're on the phone, that 38% becomes 82% obviously, because people cannot see you. But words are not the least importance. When we go to the verbal language. The actual words we are speaking have different meanings, and by changing those meanings, it can do something to sub conscience of your clients. Let's say, for example, the word price. The word price to me says This person wants to sell me something. It gives me a negative feeling. So instead of using the word price, you could use the word value or tariff. For example, what is the price of the room? What is a tariff off the room? Where is the price of the car? What is the value off the car that's completely different now? Next to that, let's say that you have the word cost. There were cost. We would replace that by the words investments. It's completely different than by something and look at it as a cost that it is an investment. Other words could be, for example, the work contracts. Oh, I would never use the word contract. I would use the word agreements. I would never use the word signature. I would use confirmation. So if you put it all together, let's say you go and buy a car and you have made your choice and the sales person would say , Let's go to my office and we are going to sign the contract Signing the contract will give that clients of feeling off being stuck for the next 3 to 4 to five years. If you say Let's go into my office and we're gonna confirm the agreement now, that's completely different, because when I hear contract, I think there's only one party doing advantage. If I hear the word agreement, that means that we have two bodies and it's a win win situation. So by replacing those words and not using certain words, you can do magic. What I would really advise you is to, as of now, what I would really advise you is, as of now, scratch four expressions from your vocabulary. Four expressions we use every single day, and we kind of use them out of complacency because we're a bit lazy. We don't think about our language. And those four expressions are yes, no. Okay. And the hardest one of all. No problem, because we use that every day and in a service situation. If you are going into a service conversation using the expression, no problem. You are per definition using a negative words. The work problem also yes and no are too short to answer because if you go to any restaurants and you got a waiter coming up to you, Andi, he's not the most polite off people. He would say Yes, And then you would order, for example, your coffee and he would say, OK, he gets your coffee, comes back, puts it in front of you. Polite as you are, you would say thank you. And that waiter would say no problem. So would only two or three expressions. He is building up that conversation. That's not the way to do it. There are many, many other things to say, and many, many other ways to talk. Certain situations are also strange to me. When I call, for example, the supplier these suppliers will say, Well, you have to call back in that sentence I would never call back because I am the clients. I am the one who wants to do business with you. So the initiative should be with the supplier. Same thing in your business. You make the effort off calling back your clients if the time is not right at a moment of the core because when you say you have to call back, you're actually saying Dear appliance on for too lazy to call you back. And actually, I'm not interested. That is what you're really saying. Instead, off you will have to call back another one. I don't get this. When you go shopping, for example, you go shopping and you're browsing through all these clothings you like, and all of a sudden there's a sells personal coming up to you in a store. In 95% of the cases, what will they ask you? Can I help you? Well, that's a wrong question. That's not a question to ask, because that gives me the feeling that I'm not able to do it myself. Much more interesting is to stand from a distance on half a look at your clients off your car or your customer and be in the vicinity. And when they need you, they will look at you. They will make eye contacts on. I promise you, when they make more than 3 to 4 to five seconds off eye contact, that's the moment they will need you. And then you go to them and you don't use that phrase that everybody uses. Can I help you? You can say a lot of different things. I'll show you that in a minute. Another situation I just don't get is when you're in a restaurant and the waiter comes up to you. You have that menu in your hands. They come up to you and they ask, Have you made a choice? I don't get it. Why not? Because a waiter should be a ambassador for the restaurant. It should be somebody who inspires you. Somebody who sells you stuff because you want to have it. Instead of saying, Have you made a choice as a waiter? You could say, sir, before you make a choice. May I really recommend the grilled steak? Or maybe the Dover? So which is baked in a clarified butter? And I can guarantee you, if you give your customer more than three options, seven out of 10 people will take one off those options. Now, if you are trying to avoid those expressions like yes, no okay, and no problem. What can you say? Well, there are many, many things to say. Let's say, for example, somebody asks you a coffee. You could say Very good, sir, instead of yes or OK or no problem. Now this might sound a bit stiff and a bit unnatural, but I haven't in my vocabulary. I use it every day. I'm trained in using language in a different way. You should try it as well. Another one. I really like this. Allow me. You remember the situation about going shopping? I wouldn't go to a customer and say, Can I help you? I would go up and say, Allow me to show you that in a different size or a different color. If somebody arrives at a hotel with their suitcases, Don't Austin, can I help you? You should say Allow me to assist you. That's something completely different. It's just saying things different and the sub conscience off. Your customer will really recognize that another one I use a lot is, as you know, as you know, is a non threatening way off repeating something you already said. And, for example, somebody comes up to incest. Could you point me in the direction off the toilets? You could say, As you know, sir, it's here to the right. Well, obviously they don't know, but it's much more interesting than to go with them if you don't have the time off course, if you're offering great service, you should escort your customer, but we'll come to that later on in the stream. The next sentence I am going to teach you is the most important sentence off this whole training. It is so hugely important you can forget anything I told you during this training. But just remember this one sentence. Just remember, there's one technique and apply it every single time. Now, the next sentence I'm going to run to you. It's a sentence which you should use at the end off every service encounter. You should use it on the phone. You should use it in real life at any possible customer interaction. It's a simple sentence that will allow you to go to the ends off service. And if you use that sentence, you are 100% certain. There's nothing more you could have done for your customer on that sentences. Can I do anything else for you? Is there anything else you require? Can I serve you anything else? Anything else, no matter how you ask it, but ask it every single day and I can give you an example. A while ago, I was doing a speech in Italy, so I flew out to Italy every week, every time on Friday because I was hired by an insurance company who asked me to fly out once a week to do with speech in terms off customer service for a group of their clients. So we were 25 people there, and the scenario waas. They got up in the morning, had some breakfast that I did my speech, and then they went on to a bus, drove to Milan, took a plane back to Belgium. Now, when I did my speech, this was around 11 o'clock on what I did. Waas. I asked everybody in the room. Have you checked out on all of them? Had checked out and I asked him, Did they ask you at the reception? Can I do anything else for you? And they didn't ask it. And I said to the public who needed anything else on all of a sudden, there was a gentleman who actually wanted a charger for his iPhone. And there was another lady who wanted the newspaper to read on the bus on the way to the airport. The fact of the matter is, if you do not ask what they need, they will not tell you. And if you asked him, can I do anything else for you? And the answer is no. Well, you have done anything, everything that had to be done and they will never come back to you and said you didn't do this or this for me because you have lost it 7. 4 topservice techniques: let me give you four techniques toe achieve top service. Now, the first technique is based on a question. And that question is, what do you never say to a customer? Now? I'm not gonna tell you straight away. I'm gonna adviser to stop this video and think about it. And I'm not looking for an answer. I'm looking for a technique because I can hear a lot of people say, Oh, you never say no to a customer. Now that's not true. Sometimes you have to say no. Other people will say You never say to a customer. It's not possible. Oh, that's not true either. Sometimes things are not possible. So what do you never say to customer? Stop the video now and think about it, right? Did you stop the video? I hope you did. Because this is what you never say to a customer. You never say anything. You're not 100% sure off. You never say anything, you know, 100% certain off. Now think about that. If people, for example, ask you something in your line of business. Oh, can we have this or that? Or can we add that to the agreement, etcetera, etcetera. And if you're not 100% certain, you will have to go back to your customers saying, Well, we didn't really work out or it's not really possible. You have to be 100% certain now this rule of being 100% certain it will take a day or two to let it sink in. But I promise you it works. This is the first technique I wanted to share with you. The second technique I wanted to share with you is we always give multiple options, giving multiple options in any situation. Whatever the line off work you are in, it will really serve you again. Let's say somebody calls you to make an appointment. You could say, Well, very good, sir, I can see you on Thursday or on Friday. You give two options, and then your customer might say, Well, let's do Friday. Oh, great. I got nine o'clock or 10 o'clock. What suits you the best? Well, let's do 10 o'clock again. Two options and in any situation tried to give us much options as possible. Also in your proposals, for example, give multiple options, so people have choice and giving multiple options will be key to a technique A lot of talk later about is called the Art Off Recovery. It's turning a negative situation into a positive one, and giving options is the heart off solving such issues such as complaints. And I'll tell you this. You'll hear about this later on, but you are not able to solve a complaints. Nobody is. Do you struck that as a A strange top, but it's true you can only facilitate it. You can do that by giving options. I'll show you that later on, I said. Third technique is called Invisible Service. Now you're probably thinking it's hard enough to give visible sort of is now what is invisible service, while invisible service is a service we provide for a customer, which we do not tell them and they haven't asked for. Now, let me go back to a slide. I showed you in the eye for detail. This, for example. You see these in restaurants and hotels, and first of all, this is eye for detail. But it's also invisible service because I didn't tell you I fall the era toilet paper and you didn't ask me, have you fallen my toilet paper? No, it's an invisible service. So it's a service I gave to my customer, which they didn't ask for. But I'm not about to tell them a swell. Here's another example of invisible service. Now, this is a hotel in London, and in this hotel there is no check in. You can go to the room straight away. You have to make a reservation, of course, But if you have made a reservation, you can go to your rooms, trade away, and the check in happens in your room so you don't have to wait at reception. Now that was great. Even the check out is done in the room and there a few hotels like that. But that is also what we call invisible service. Invisible service is also things you don't see like this. For example, this is what we call a house perfume. It will allow you to sense the room and give it a nice smell when people come in and they will say who smells great here. I know, for example, off a shop who is selling kitchens and they actually put a bread in the often because before the show room opens and people come in and have the great smell of a real kitchen. Now that is, of course, the subconscious that will relate that smell to the products, and that is what you can do as well. That is also invisible service. An invisible service can go pretty far because, for example, in casinos it's not really invisible services for, Let's say, manipulating the brain because in casinos and casinos in the world, because in other places illegal, they put helium in the air conditioning to make you happy and to make sure that you play more. There are not many casinos in the world where you, for example, will find a clock on the wall or have any daylight. They want to dis orientate you completely. If you go, for example, to the slot machines. Music will be faster so you can push the pump faster. When you go to the roulette games, music will be slower so you can put your chips more on to the number you're like. So as you can see, invisible service is really interesting. But there's another reason why you need invisible service. Try to be in the shoes of your guests or your customer because a lot of people in business they go to their business every single day and they miss out on certain details. They don't see it anymore. The open up the door every morning, switch on the lights. They know where everything is, but they don't see it like the customer sees it. Let's say, for example, you have a restaurant or any business that has a price list. Have you ever considered? Can I read that price list as it should? I'm not wearing any glasses, but, for example, somebody who was wearing glasses. Is it visible enough that is putting yourself into the shoes off somebody else? I'll give you a concrete example. There is a technique which is called M B W A. This is an official management technique on the meaning off. The abbreviation is management. By walking around, that means walking around your business and having a look at it. True the eyes of your customer and thinking to yourself what could be improved? What can I do better on? Actually, at Disney, they have people like that. They have a guy running around Disney parks every single day and he's checking out stuff as he would be a guest on all of a sudden, he comes into the bathroom for the gentleman. And, as you know, these standard bathrooms for gentlemen, Sometimes you don't have anywhere to put your stuff. If you have your keys in your hand or your iPhone, you have to put it on the sink and then, you know, go to the toilet and have one eye on your keys so that nobody steals it. Now this guy at Disney, he saw the same issue. What did you do while he solved it in really simple way, half a look. You see the small plant on top off the toilets. Well, that's really easy to put, for example, your stuff out. And that is what I call invisible service. Now think to yourself. What can you do to add invisible service to your services or to your product? 8. Change the script: So far, we have solved a few questions. What is service? Why do we need service and how are we going to apply service? And lately we've been working for a few big multinational companies, and there is this new system in improving service. Maybe you heard of it. It's called NP s. So November. Papa Sierra is the abbreviation for net promoter score. And actually, it's asking one question to the customer. And that question is, would you recommend us toe anyone else to friends or to other business colleagues? Doesn't matter. And recently we had a big bank coming tow us an insurance company and saying, Can you make a program so that our NPS score is going up? And, as you can see here, this is how you will calculate NPS score so people can give a rating from 1 to 10 to 10 out of 10. And I was wondering, what makes it that somebody is hesitating between a orange little guy on a green little guy or even between a red one on an orange one that split second in between? Why does somebody make that decision? And when I was looking at that, I thought it service simple. It's service, the better services gaffe give the better. They will give you an NPS score. And you know what? I'm not convinced. I'm not convinced that service is the real solution. I think in this day and age we need something much more powerful and service because service is something you do for someone. If I ask you to get me a coke or a coffee, you can get me that coke and say there is a coffee. But what if you add feeling to that? So we need something which is much more powerful and service. What we need is hospitality. Hospitality is how you make someone feel on a feeling is so powerful. Because have you ever been to a really fancy restaurant? And maybe you've taken a picture of that food and put it on Instagram. You cannot make a selfie off hospitality. You cannot take a picture off somebody giving you a great feeling that is completely different Now, how can you How can you apply that? What we see in a lot of companies is that when you go, let's say you go to a hair dresser. What happens? You go to the hairdresser. They will welcome you. They will put you in a chair off your coffee or a drink, do the whole treatments. And then at the end you will pay and they will be very polite and say bye bye. Maybe give you a small gift. I don't know. Depends on the season. Maybe now this is what we call a script. This is what we call a scenario. So you go in, they welcome you coffee treatment. Go out. Pay etcetera. This is the script that everybody will anticipates. I am here to tell you break that scripts change that script. You have to be different to give that feeling to your customers. And it's very simple how you can give that feeling to your customers. Create peak moments. You have to give them a reason to come back to your company or to your product. When you give them something special, that is the moment where they will come back 9. Real life stories of great hospitality: Now let me give you an example off creating amazing moments. Let's say we go to Disneyland. Let's have a look at how a day at Disneyland would be in terms off peak moments. Here you see from left to right our day and from 0 to 100 on the left eye. You see my emotions the way I feel during that day. So we start off the day and we decided to go to Disneyland with the kids and we are getting stuck in traffic. So that's not very nice. That's a 10% feeling for me. We arrive and I completely forgot to buy tickets online, so we have to stand in line to buy those tickets. Next up, we want to go to Space Mountain straight away, but we have to wait in line. That will take another 35 maybe 45 minutes. Not that fun either. But all of a sudden we go into Space Mountain. Oh, my God! Water rush! Amazing! So that feeling peaks to 100. We got off and again we want to do another one. So maybe the wild Wild West again waiting in line. But then when we get an onto the wild Wild West, Another peak moments. So then it's almost time to go for food, for into the restaurants. So again we have to wait in line to get our food. And we have lunch. Nothing special. It's OK, but it's half and half all of a sudden the door opens. And who do we see? It's Mickey. Oh my God, we're taking self is getting signatures, etcetera, etcetera. So that again is a peak moment. We continue today again, waiting in line and doing another attraction might be a rollercoaster might be something else. The day comes to it sent, and we try to find our car on the big parking lot and we drive home. And yes, again, we have traffic Now, as you can see, this graph there are only four beat moments above 75%. And that is what we need. Because if I ask somebody Hey, how was your day at Disney? What they will say is, Oh my God, it was amazing. We went onto the Space Mountain, we saw Mickey, we went into the wild Wild West. That was really great, and it's those moments that they will remember. And that is what we need in your company as well in your life. A swell. So I'm here to tell you, change the script and your question probably is. But how do I change the script? Well, how do you change the script that is up to everybody? A bit? Individually, I cannot give you a real concrete solution, but I can give you examples. The first thing to do is try to think what your customers thinking. Try to walk in their shoes next up, ask what are they expecting? And more importantly, what are they not expecting? Have you ever been in a scanner? Something like this? It's a very sterile, sterile room, and you have to lay still and it's very claustrophobic, so it's It's not that fun, But can you imagine what this would do to a five year old? I mean, Children, they don't get it. They have to lay still. They cannot move on. On top of that, that machine is very, very, very loud. It could be a traumatic experience. Now there is a hospital in the United States who is actually thinking differently about this, and instead of coming into a room like this. A completely white one. Where you have a doctor in a white suit, You will have more. Something like this. Isn't that amazing? It looks like a jungle. So they asked the Children to jump over the leaves in the stones to get to the scanner. And that completely changes the script. And there are other hospitals who followed this example, as you can see here. And here's another one where you are welcomed by a pirate and you have to get onto the pirate ship. How amazing is that? Well, that is what we call change, descript. And I don't know if you know, Southwest What sort west is an airline in the United States. It's a low cost airline, and they don't have that much budget to surprise their customers. But they are legendary for their safety announcements. They joke about it every single time. And they say things truly into come like ladies and gentlemen, we have arrived on time. What? We don't know where that's amazing. Another one would be these in gentlemen. In case off cabin press cabin pressure loss, you will have masks falling from the ceiling. Please place that over your mouth first, and that over that over your child, Should you be traveling with more than one child, please choose the one with the most potential in the future again, that's hugely funny. But all of a sudden there was this couple on Southwest Airlines coming back from their honeymoon and they were cold. Jolan, Leslie and all of the stewardesses found out that it was the end of their honeymoon. So she takes the intercom and says, Ladies and gentlemen, you have a newlywed couple here and everybody gives a big round of applause And she says, This is what we're going to do to give them a presence. And the present was actually people could push their Stewart buttons and they would hand out paper napkins on those paper napkins. People were asked to write down the best wedding advice, marriage advice they could give and have a look. How sweet is this? Jonah Leslie got a ton of advice, and nobody on that flight will ever forget that moment. That is creating a peak moments. Now, You remember in the beginning of the off this course I talked about giraffe Bretz. Well, like going to like giraffes, if you know what I mean. And this is another one. This is Yoshi, and Yoshi is a giraffe. He's actually a toy for a five year old boy who lives in New York, and he goes with his family to the Ritz Carlton in California, and I have an amazing vacation. But when they get back to New York, what are they realizing? Oh my God, your she's gone now, this little boy, he's in tears, and his father tries to comfort him. So he says, You know what? Actually, there's not really a problem, because Yoshi he's just taking another break. He's taking a break of another three days, and that little boy says your rights And he say, Yeah, you know, he's He's by the pool. Now he's having a break because you know how hard it is to be your friends playing all the time, etcetera. So the the father cause the Ritz Carlton and he says, Did you find the toy of my son? Yes, we did. And he says, Can you please do me a favor and take a picture off Yoshi by the side off the pool so I can show my little boy. He's taking another holiday and have a look here. There you go. You know she at the pool. How amazing is that? How the hotel they sent your she back in a Federal Express box to New York three days later . And what do they find in the box? Yoshi and his album, his photo album, a vacation photo album. And not only do you see your she on at the pool, but also playing golf and your she getting a massage. While that is breaking the script, how amazing is that? Now I'm going to make a bold statement. I don't believe that the customer comes on the first place. Actually, I'm 100% certain they don't come in the first place. People who are serving the customers who are serving the client's those are the ones who should come on the first place in your company. Because when your team treats your customer good, that means that they are treated good. When you give your team a good feeling when you motivate them, they will be motivated to handle your customer as it should 10. End of the course: So this is it. You have reached the end of this training. I want to thank you and congratulate you for completing it and truly hope you can apply these powerful techniques in your company or even your personal life. Have a look at our other courses and stay in touch. And is there anything else I can do for you?