It was never going to be an ordinary jobLucky Voice是一款别致卡拉OK酒吧，日式风格，客户有私人房间，他们可以与朋友一起唱歌。
Their company values are well defined and remarkably similar to our own - inclusion, interactivity and pride in all we do, being high on the agenda - so we felt it was a good fit straight away.
简介是为了给予关键的前线员工了一天的培训'Extreme Customer Service' - 又名dealing with tricky situations.
经理David Hampshaw邀请凯瑟琳·格里和凯特阿尔尼尔to experience the customers' journey first hand as 'mystery shoppers', a move which proved to be invaluable. "I'll come but I'm DEFINITELY not singing" was the position of one member of our party. It later required two strong men to prise the microphone from his hand. Our room became our world, and the act of singing invited feelings of abandon and invincibility. After the shortest two hours ever, our time was up and we reluctantly surrendered the room, comforting each other in the bar with the promise that we'd be back.
啊是的，很容易看到幸运声的工作人员如何确实会遇到一些棘手的情况，让客户在这种情绪高位上享受夜间。
在培训的那一天，幸运的语音员工尽早到达亮点，尽管他们中的许多人在前一夜工作到2.00AM。
从我们could see they were a close team, committed to each other and the company.
我们从他们中听到了每个人，以及与那些有很多饮酒的人交易的问题一次又一次地出现了。
How do you stay friendly and professional when your own boundaries were being pushed?
The staff have very tight turnaround times between the room sessions and this can often result in direct challenges and swearing from the customers.
所以我们开始看看他们目前正在管理他们可能尝试的情况和其他事情。
例如，一种控制你制作的印象的简单方法。首先决定你想如何遇到“专业”或“平静”。
然后在头部举行这个词，开始你的互动。
我们看着如何通过撤回明显的听力迹象，给予目光接触的力量，以及在肢体语言中的力量来关闭某人 - 坐在或站在某人友好，以给予友好，非对抗印象。
The drawing of caricatures of the average Islington and Soho customers led us into examining the assumptions that were being made on both sides, and how that might affect behaviour.
我们研究了如何提供困难的信息 - 通常是客户对账单竞争 - 而不是光顾或诉诸责任，也可以通过协议将热量脱离。
One of the most memorable parts of the day was the setting up and working with real situations from which emerged the power of the Pause.
结合微笑，那些试过的人是一个胜利者，证明了简单的事情往往是最好的。
It was obvious both on the day and at our 'mystery shopper' experience that the staff are already handling many situations brilliantly, and this part of the day was a great opportunity to tell them so.
It all ended on a positive high, just as it had begun, with many of them heading for work planning to try out what they'd taken from the day.
If you would like to talk to us about our
或其他任何其他人
professional personal development work
我们这样做，打电话给我们
+44 (0)20 7226 1877
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To ensure that the courses you attend are of the highest quality, offering the best professional tuition possible, all our Open Courses are evaluated and accredited.
这一认可的课程适用于企业和公共部门继续专业发展计划和投资组合。
阅读关于培训师认证
