Case Study

Lingo VIP Direct
Lingo VIP Retail Sales and Customer Service Excellence Training
Lingo VIP Direct are a new concept in retail in Saudi Arabia.

They are a one-stop location that can supply everything a VIP customer could possibly want from luxury travel, latest technology and entertainment to lifestyle and financial services.

Lingo VIP Retail had identified a need to develop their senior sales team members into ‘Concierge’s’ for high net worth clients.

The role of the Concierge is to manage the client relationship – looking for opportunities to exceed the client’s expectations, to up-sell and cross sell a wide range of products and services – from luxury travel to the latest electronics and cutting edge technology items.

For the Concierge the answer to client requests is always ‘YES’ – he will exceed client expectations at every turn – being proactive in his sales relationship – showcasing new products and services before they come to market.

It is about meeting the client’s needs for recognition, priority offerings and simply First Class service

We understood Lingo’s principles: VIP Personal Concierge Service, Enthusiasm, Expertise, Detail… and we knew how to deliver those objectives.

We knew the Brand Aspirations and Promises. And we knew how to deliver them…..

We helped staff members to make the leap from being average reasonable customer service employees to delivering an exceptional consultative high quality sales and customer service.

For the customer it was all about having the experience of coming into a Lingo store and having your own personal shopper.

Someone who would greet you at the door and stay with you until your journey through the store is completed.

And finally if required, to visit the customer at home and install the product/ system to the highest standard.

This is known as the Selfridges/ John Lewis experience. Customers will pay more and travel further if they know they will receive a superb customer experience and be treated like VIP’s from the moment they arrive.

We delivered a hugely successful VIP Customer Service Excellence and Sales Programme to the Key Lingo personnel over a two day intensive course.

The results were immediate and the feedback was 100% positive including comments such as “The best customer service course I’ve ever been on” and “Fantastic course which gave me actual real-life tips that I can use in my role that will help me increase my success rate and my personal confidence”

We also trained and coached the management and team leaders to be able to cascade down the key learnings from the training course to their staff during a dedicated Train the Trainer session.