Seminar Overview
Client Service Excellence in the Spa - ½ day
1.75 CEUs for RMTs
Focuses on developing your client service strengths to provide the ultimate customer service experience for your clients. The skills learned in this program are the fundamentals of being a Spa Professional
Topics covered:
- First Impressions & Effective Communication
- Maximizing Client Connections
- Personal Action Plan for Success
Benefits to the Employer:
- Helps employees identify their personal client service habits in order to improve client connections
- Provides employees with the tools and techniques to establish client loyalty
 Click here for the schedule of seminars.
back to top
Dealing with Challenging Clients in the Spa - ½ day
1.75 CEUs for RMTs
Some clients require special care. Learn how to understand and balance the client's needs with the company needs and resolve conflict in a win-win way. This seminar focuses on the challenges and opportunities involved when dealing with a dissatisfied spa client and helps to develop the skills necessary to effectively deal with these clients
Topics covered:
- Understanding challenging clients
- Appreciating the client's point of view
- Effective methods for handling concerns and dealing with challenging clients
Benefits to the Employer:
- Helps employees identify the benefits of teamwork for the individual, client and organization
- Strengthens overall service by maximizing individual strengths
Click here for the schedule of seminars.
back to top
Team Excellence in the Spa - ½ day
1.75 CEUs for RMTs
Develop client service strengths to provide the ultimate customer service experience for the client. Exceeding client expectations begins with exceeding the expectations of your internal clients - your teammates.
Topics covered:
- Key components of successful spa teams
- Identifying individual service strengths
- Understanding the team development cycle
Benefits to the Employer:
- Helps employees identify the benefits of teamwork
- Strengthens the overall service by maximizing individual strengths
Click here for the schedule of seminars.
back to top
Sales Excellence in the Spa - Four Sessions of ½ days
7 CEUs for RMTs
Learn the fundamentals of being a Spa Sales Professional
Session 1. Creating Client Loyalty
- Learn the importance of attracting and retaining loyal clients. The participant will learn key factors that contribute to a loyal client and how to maximize those factors in the spa environment.
Session 2. Understanding Client Needs
- Learn how to identify the four basic client needs and how to build rapport with the client to both maximize client experience and to lay the foundation for product and service recommendations.
Session 3. Overcoming Resistance
- Understand why clients questions, or object to, purchasing your products and/or services. Learn resolution skills that can help overcome resistance and increase sales.
Session 4. Closing Client Sales
- Understand the importance of gearing your selling techniques to each client, recognizing when a client is ready to buy, and how to ask for their business.
Benefits to the Employer:
- Provides employees with the tools and techniques to improve client loyalty
- Identifies the inherent value of a repeat client
- Increases client loyalty due to personalized treatment provided by employees
- Creates increased opportunities for sales as employees become more comfortable with the products and services
- Helps employees anticipate possible objections in order to increase confidence levels
- Provides employees with techniques to overcome resistance
- Increases employee confidence through examining characteristics of top sales people
- Enhances the professionalism of employees by providing them with techniques to close sales
Click here for the schedule of seminars.
back to top
Ethical Excellence - ½ day
1.75 CEUs for RMTs
A successful spa recognizes and practices ethical behaviour. Explore the importance and benefits of exhibiting ethical conduct in the spa.
Topics covered:
- Exploring and defining ethics
- Identifying ethical orientations
- Ways to resolve ethical dilemmas
Benefits to the Employer:
- Emphasizes professionalism and consistency as important components of working in a service-related field
- Provides insight on the five aspects of spa ethics and how to properly address each
- Helps employees to recognize their style of managing ethical dilemmas and identifies different methods of addressing these situations
Click here for the schedule of seminars.
back to top
Managing Service Excellence - 2 Full Days
Two full days exploring Process management and People Management. Learn who your clients are, how to hire and manage effective staff, and about service excellence standards and strategy.
Topics covered:
- The importance of knowing your customer
- The creation of service excellence standards
- Strategies for managing service performance
- Service excellence strategies for success
Benefits for the Employer:
- Provides opportunities to solve 'real life' service issues with the spa
- Improves staff morale and the effectiveness of front-line training
- Helps the spa to meet training and staff development objectives with an accessible and cost-effective program
Click here for the schedule of seminars.
back to top
Communication Excellence - ½ day
1.75 CEUs for RMTs
Learn the importance of planning your messages to ensure efficient and effective communication. This seminar explores planning, process and etiquette of e-mail, telephone and verbal communications
Topics covered:
- Communicating with confidence
- The importance of etiquette over the telephone
- Creating effective e-mail
Benefits to the Employer:
- Strengthens the connection between the spa professional and the client
- Provides employees with tips & techniques when interacting with clients through all methods of communication, creating aconsistent service standard for the business
Click here for the schedule of seminars.
back to top
Business Communications for Spa Managers - ½ day
Focus on how to create frameworks for standardized messages to ensure efficient, effective and professional communications in verbal and written form.
Topics covered:
- Professional communication skills
- Types of presentations and the need for them
- Professional writing skills
Benefits to the Employer:
- Provides managers with models for efficient, effective and professional verbal & written communications
- Allows managers to identify their own presentation style, the strengths of that style& the opportunities to learn from others
Click here for the schedule of seminars.
back to top
Coaching for Spa Managers - Full Day
Memorable managers have highly developed coaching skills and know the importance of treating staff as team members. Techniques for positive reinforcement and for behaviour modification are reviewed and practiced.
Topics covered:
- Coaching defined
- Understanding employee learning styles
- Informal coaching
- Formal coaching
Benefits to the Employer:
- Provides managers with techniques to deliver effective feedback in the context of professional coaching
- Familiarizes managers with varying learning styles in order to properly coach each individual
- Addresses the main obstacles that prevent managers from becoming effective coaches, and how to avoid them
Click here for the schedule of seminars.
back to top
Self Excellence - ½ day
1.75 CEUs for RMTs
The benefits of a positive attitude and the importance of self care. Participants will learn to recognize symptoms of negativity and develop a personalized strategy to address personal care needs.
Topics covered:
- The power of positive attitude
- Overcoming negativity
- Personal care and development
Benefits for the Employer:
- Helps to address negativity in the workplace
- Creates a positive environment for management, staff and clients
Click here for the schedule of seminars.
back to top
Motivating the Spa Team - ½ day
Successful spa managers know how to motivate staff as a team. Understand the factors that drive employee satisfaction, commitment and motivation. This seminar will provide managers with the tools to create a retention culture where people feel motivated, cared about and rewarded.
Topics covered:
- What motivates employees
- The importance of recognition
- Getting the ball rolling: a plan for success
Benefits for the Employer:
- Provides managers with knowledge and tools to create a positive working environment and to avoid common mistakes
- Provides ideas and ways to implement rewards and recognition programs
- Helps managers create a customize recognition plan, using a 4-step implementation strategy
Click here for the schedule of seminars.
back to top
|
