Service Skills, Emotional Connection, Customer Journey, Standards
When? 18 May 2022 at 10:00 till 14:00
Where? At School of Economics and Business in Ljubljana
This half day programme based on Stiel and Steadman Standout Service Solutions addresses the emotional components of navigating the various aspects of working with customers. In addition to the emotional connections and personal skills involved, the core skills of communication, listening, questioning, and problem-solving give participants a tool belt filled with the skills necessary to deliver a consistent, quality, memorable experience.
To deliver a Service Solution where we inspire, educate and demonstrate how you can take your organisation to the next level through service excellence delivered by the heart.
Course structure is delivered in four modules using the word LOVE:
Stiel & Steadman teaching method applies all adult learning principles which is the tactile, verbal/lecture, role plays/ skill practice. The class is highly interactive which includes dyads, triads, role play and a robust set of handouts.
At the end of the programme participants will be able to:
Holly Stiel is a trailblazing service philosopher who innovated a method of training based on the practices and principles of the world-class concierge. Her teaching has been heard in 25 languages, from Japan to Johannesburg, for businesses ranging from The Bank of America to NASCAR.
Even in a profession defined by superlative service, Holly Stiel stands out as an authority and pioneer in the field of concierge services. In 1976, Stiel became the first female concierge in the country when she created the desk at the Grand Hyatt Union Square in San Francisco. Two years later, she was the first American woman to be admitted to the exclusive Les Clefs d’Or Association for concierges. She has received the association’s Lifetime Achievement award for her broad contributions to her profession. Her books, “The Art and Science of the Hotel Concierge” and “Ultimate Service, The Complete Handbook to the World of the Concierge”, are considered the definitive work on concierge service for hotel professionals. She also authored “Thank You Very Much – A Book for Anyone Who Has Ever Said, “May I Help you?” Her book “The Neon Signs of Service” advances the idea that the development of simple skills can elevate customer service into an art form.
Mary Steadman is an expert in ultimate guest service and networking having worked in the luxury hospitality and tourism industry for over 20 years. During this time, she has served as a senior manager, guest lecturer, trainer, business owner and board member. She is currently Co-Founder & Director of Partners at LURA Lifestyle Management.
Her hospitality career started at Fairmont Hotels and Resorts and then moved to a Small Luxury Hotel. During this time, she also held the positions of Secretary and Vice Director of Les Clefs d’Or Ontario. In 2008, Mary was responsible for the successful launch of the American Express Canadian Centurion Concierge service which she led for three years before relocating to the UK as Head of Concierge Services for American Express UK. Prior to creating LURA Lifestyle, she was Head of Services for Westfield Europe Limited and Director of International Concierge at Insignia Lifestyle Boutique. Mary holds a BA in Sociology from York University in Toronto, Canada.
Participation fee: 290 € (VAT excluded)
For companies that are members of SRIPT, participation in the program is free of charge – upon registration use code »SRIPT« in the notes. In case of late cancellation or in case of non-attendance without cancellation, the full registration fee will be charged to the SRIPT member.
The number of participants is limited.
No refunds can be made for cancellations received less than 3 days before the start of the program. In a case of no-show, there will be no refund of programme fee.
After filing out the registration form you will receive the confirmation on your e-mail address.
An invoice will be delivered to the address provided in the registration after the workshop starts.