Project background:

The yacht is a high-end water leisure sports tool with a high degree of personalization and customization. The yacht industry is an emerging industry full of potential and challenges. With the development of my country's economy and society and the improvement of residents' consumption level, the yacht market demand continues to grow. It is estimated that by 2025, the scale of my country's yacht market will reach 50 billion billion yuan. However, the yacht industry is also facing problems such as lack of talents, low service quality, and insufficient management level, which restricts the healthy development of the industry.

Customer pain points:

The customer of this project is a company specializing in yacht sales, leasing, repair, maintenance and other services. It has multiple yacht ports and clubs and is one of the leading yacht service providers in China. After communicating with Shangpu Consulting Company, the customer reflected the following pain points:

Yacht sales staff lack professional knowledge and communication skills, unable to effectively understand customer needs and provide personalized solutions, resulting in low sales conversion rate;

Yacht charters lack of service awareness and etiquette norms, unable to provide customers with quality experience, resulting in low customer satisfaction;

Yacht repair and maintenance personnel lack of skill certification and standardized processes, unable to guarantee service quality and safety, resulting in a high rate of customer complaints;

The managers of yacht port and club lack the management ability and team cooperation ability, and can not effectively organize and coordinate the work, resulting in waste of resources and low efficiency.

Project purpose:

According to the pain points and needs of customers, the purpose of this project is to provide customers with a full range of corporate training services to help customers improve the professionalism, service level, management capabilities and other aspects of the yacht industry talents, thereby improving customers' market competitiveness and customers Loyalty, operating efficiency, etc.

Research object:

In order to better understand the current situation and problems of customers, this project uses a variety of research methods, including questionnaires, in-depth interviews, on-site observation and so on. Research objects include the following categories:

Senior managers of the client company: a total of 10 people, mainly understand the company's strategic objectives, development planning, organizational structure, human resources policies, etc;

The middle managers of the client company: a total of 20 people, mainly understand the work responsibilities of each department, team building, performance appraisal, training needs, etc;

Front-line employees of the customer company: a total of 100 people, mainly to understand the staff's work content, work process, work difficulties, training feedback, etc;

Some customers of the customer company: a total of 50 people, mainly understand the customer's demand for yacht services, expectations, evaluation, etc.

Project Content:

According to the research results and research report, the project has designed the following training contents for customers:

Yacht sales training: mainly includes yacht industry knowledge, yacht product knowledge, sales skills, customer relationship management, etc., aiming to improve the professional knowledge and communication skills of sales staff and improve the sales conversion rate;

Yacht leasing training: mainly includes service awareness, etiquette, customer satisfaction evaluation, complaint handling and other aspects, aiming to improve the service level of leasing personnel and customer satisfaction, and increase customer loyalty;

Yacht maintenance training: mainly includes skill certification, standardized process, safety management, quality control, etc., aiming to improve the skill level and service quality of maintenance personnel and reduce the rate of customer complaints;

Yacht port and club management training: mainly includes management ability, team cooperation, resource optimization, efficiency improvement, etc., aiming to improve the management ability and team cooperation ability of managers, optimize resource allocation and work efficiency.

Project Value:

This project provides customers with a full range of corporate training services to help customers improve the professionalism, service level, and management capabilities of talents in the yacht industry, thus bringing the following values to customers:

Enhance the market competitiveness of customers, improve the brand image and popularity of customers, and attract more potential customers and partners;

Enhance the customer's customer loyalty, increase the customer's repurchase rate and recommendation rate, expand the customer's market share and revenue scale;

Improve the customer's operating efficiency, reduce the customer's operating costs and risk losses, increase the customer's profit margin and rate of return;

It promotes the internal development of customers, optimizes the organizational structure and human resource allocation of customers, and stimulates the enthusiasm and creativity of employees.