Managing Excellence in the Spa provides managers, owners and supervisors with the practical tools and theory they need to achieve exceptional customer service. The program is offered over two full-days. In -class sessions are designed to give managers and owners the opportunity to solve “real life” service issues within a business. Participants will also learn how to improve staff morale and the rationale and effectiveness of front line training.

Choose Managing Excellence in the Spa to help your spa managers, owners and supervisors develop, perform and succeed!

Program At A Glance

Part 1 – Service Excellence Through Process

Module 1: Knowing Your Customer

• Defining who your customers are
  
• The Experience Economy: what it is, and why it is important to your business
  
• Four-step process for gathering and using customer feedback
  
• Calculating the value of your customers, and building customer retention through increased loyalty

Module 2: Service Excellence Standards

• Identifying the two key dimensions of Service Excellence Prioritizing your service values
  
• Establishing and implementing Service Excellence Standards
  
• Communicating Service Excellence Standards by leading excellent meetings

Part 2 – Service Excellence Through People Accessibility

Module 3: Managing Service Performance

• Creating an effective hiring profile with a 10-step hiring process
  
• Five active listening techniques
  
• Using a 7-step process to provide coaching and feedback
  
• Strategy for rewards and recognition
  
• The 3 keys for empowering your employees
  
• Examining how you lead your team, and learn how to break down barriers to team development

Module 4: Service Excellence Strategy

• Service Excellence Assessment for your organization
  
• Problem Solving for effective management of Service Excellence
  
• Service Excellence Strategic Plan
  
• Action Plan for creating a service culture

Who Should Attend

• Owners
  
• Managers
  
• Supervisors

Session Details

• Two in-class sessions
  
• 7 hours per session
  
• Resource manual for future reference
  
• Certificate of Recognition upon successful completion

Contact us to book your session!