Customer Service Training Programs:
Our customer service training
workshop teaches by doing with less than 15% lecture and 85% hands on
activities. Participants learn by Doing and not by being told. Exercises are
practical, realistic, fun and are skill based.
To maximize your customer
service teams effectiveness we suggest our custom, private
customer service training
courses offered in house at the location of
your choice, usually in groups of 6 or more.
Contact
us for a free consultation on how we can best service your
training needs.
Program Objectives:
In our Exceptional Customer Service one-day
training workshop
participants will:
- Understand how to handle inquiries and/or complaints in
ways that create improved, lasting relationships with your
customers or clients.
- Learn to promote positive "chemistry" between
your company and your clients by recognizing and
responding to the needs of each individual.
- Learn how to handle doubt, misunderstandings, and
objections.
- Acquire techniques for seeing issues from clients'
perspectives, creating value-adding options for clients,
and making sure clients recognize the added value they are
getting.
- Learn how to gain agreement from clients and reinforce
mutually satisfying long-term relationships.
Customer Service Training:
Achieving Excellence In Customer Service Training
A wise friend and colleague said to me over 25 years ago:
"Your client expects more from you today than she did yesterday. So, you'd better finds ways to constantly improve and keep her excited and eager to return
Because if you don't someone else will...."
To keep ahead of the game requires being constantly on the look out for new and innovative treatments; techniques; treatment room set-ups; products; product presentation displays etc. In fact anything that keeps the business full of life and vitality. This is part of your on-going, continued research into and growing the business. But to be a real front runner in the 21st Century Beauty Business an effective Customer Service Policy is essential. It will be the blueprint for how you want your clients treated by the entire team.
Today's aware salon or spa client expects "Five Star Service" each and every time they visit. They want a level of customer service only deliverable by highly professional therapists and aestheticians. And that can only be guaranteed if systems and customer service policies are in place. In developing your salon / spas Customer Service Policy document you first need to know what level of service your clients receive at present. Is it?
The expected
Above expectations or is it
Out-standing, the type of service that makes them walking advertisements for your salon / spa.
If you like the idea of free word-of-mouth advertising then aiming for and maintaining the "C" type service requires effort and organization. You then need to ask yourself do all clients coming into my facility receive.
A warm welcome - they are you guest
Detailed treatment menu information - aware of all the salon / spa offers
Great 'first impression' - superbly maintained premises
Guaranteed hygiene - premises, equipment, customer service staff
Full consultation / analysis before service - pre-sells the treatments on offer
Professional highly skilled therapists - educated on all treatments & products
Treatment / treatment program recommendation - one treatment gives good results a program gives lasting results
Magic Moments - all the little things that delight the client and set your salon or spa apart and above the competition
Education - an informed client is a trusting loyal client
Home skincare prescription - professional recommendation and correct retail product usage advice
Client focused Retailing - 24/7 only delivers and maintains on-going results
Detailed client record files - knowledge is a powerful tool for the therapist
Re-booking - essential for the clients long-term results - salon spa profitability and customer service staff retention
Appointment reminders - confirming is part of the service
Follow-up care - lets the client know you care
Client retention / retrieval - if there is a complaint fix it
Regular contact - telephone, newsletter, email, Birthday and Christmas card
Loyalty Program - reward them for being consistent and loyal clients
Using these guidelines an effective Customer Service Policy can be formulated to suit the individual salon / spas requirements. I believe Achieving Excellence in Salon Spa Customer Service should be the goal of every beauty business owner. And it can be achieved with formal written customer service policies and workable procedures and systems. Every beauty business must have a Salon Spa Customer service policies Systems Manual that the entire team is inducted into and upholds so they can deliver -- Excellent Customer Service each and every appointment.
Source:
Caroline J. Nelson:
link
Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
