This program provides participants with the resources to understand client experiences and the skills necessary to deal with challenging clients. It also helps staff to understand the client and company point of view, create a more professional service environment and teaches a recovery approach, which can lead to higher client satisfaction.

Program At A Glance

1. Understanding Challenging Clients
• Appreciating the client’s point of view
• Understanding the impact of a dissatisfied client on business
• Identifying reasons why clients don’t voice concerns
  
  
2. The Challenges
• Recognizing the challenges within client relationships
• Identifying the characteristics of the 3 types of challenging clients: passive, constructive and aggressive
  
  
3. The 5-Step Process
• Understanding the importance of handling client concerns effectively
• Implementing a 5-Step process to effectively deal with challenging clients
• Identifying the benefits of consistent service recovery to the client, to the organization and to the spa professional
  
  
4. Action Plan
   • Key items to put into practice on the job

Who Should Attend

• Front line spa employees
  
• Estheticians and massage therapists
  
• Supervisors
  
• Managers

Session Details

• Half (1/2) day session (4 hours)
  
• Between 10-25 participants
  
• Interactive format
  
• Take-away participant guide