Is your staff exhibiting over-the-top customer service or are they just waiting for the shift to end?
Are they warm, friendly and approachable on the phone and in-person?

Everyone can do the big things correctly. It’s the little things that set you above and beyond. Ever notice in the Olympic games that athletes often win by a hair? It’s that extra push that wins the day.

The hallmark of Concierge-Level Customer Service consists of staff that is warm, friendly, approachable, engaged, enthusiastic, and knowledgeable.

Our training program will not only equip you with the tools you need to offer exceptional customer experience, but it will inspire you as well. Katharine’s proven methods will show you how to go above and beyond so that they exceed all your customer expectations.

This program aims to instill in you the principles of consistency and professionalism when interacting with customers, guests, residents, tenants, or patients. You will learn how to create memorable, seamless, and positive service experiences that exceed expectations. They might not remember what you said, but they will never forget how you made them feel.

Achieving exceptional service is pivotal in gaining satisfied customers who enthusiastically endorse your services, refer you to others, and become repeat patrons, ultimately enhancing your overall financial success.

It all begins with ensuring that every interaction with the public is conducted at the highest level of service excellence.

Explore the secrets to delivering Concierge-Level Customer Service to your customers, guests, residents, patients, or tenants. Leveraging over two decades of expertise, Katharine’s distinctive approach guides you in surpassing your competition by demonstrating how to provide service that goes above and beyond.

Concierge-Level Customer Service equips you with strategies to handle customers in a manner that fosters trust and positivity. You’ll discover how to maintain a warm, friendly, and approachable demeanor that ensures customers feel understood and satisfied with your service, fostering repeat business. Why would they go somewhere else? Other places couldn’t possibly offer the service that you do.

Although the content is customized, below are a few of the topics previous clients have requested.

• • Customer service versus customer experience
  • Manners and business etiquette
  • Speech — What to Say and How to Say it – productive versus non-productive words
  • Professional Image – how to dress and act
  • Body Language and Nonverbal Communication (including your tone of voice)
  • Communications Skills
  • What to do (and not do) at your desk/station
  • Email and telephone etiquette
  • International Protocol
  • Internal Customer Service
  • How to Present a Positive Attitude
  • Dealing with angry people and difficult situations
  • How to turn around a bad day when you can’t leave your desk.
  • How to trust your gut/intuition when it comes to customers.
  • Optional Add-on: Concierge 101 – a short primer on how to actually BE a concierge. Students would learn the logistics behind the concierge services that your clients might ask them for including dinner reservations, ground transportation and the like.

Katharine has never taught this program the same way twice!  Every program she designs is unique.