Spa Concierge Finishing School

Online Course

^$69-234

Available for purchase as individual units or the full course.

We have always used the word “concierge” to describe the activities of the front desk support team, as their job goes well beyond just answering phones and greeting clients. While the experience of the guest with a provider is crucial, the first and last interaction with the business always happens with a member of the concierge team, and these create impactful and lasting effects on the likelihood the guest will recommend and return. The Spa Concierge Finishing School is a 4-part, self-paced online training course designed to take an individual or a team through each of four components of excellent customer care:

Mastering the Mindset of World Class Service
Mastering the Reservations Call
Checkout that Maximizes Revenue and Retention
Mastering Complaint Resolution and Service Recovery

Each 50-minute segment includes a power point audio & video presentation, and aptitude quiz. Choose one segment for a specific need, or for even better results, spend an hour or two each week bringing your entire support team through the series. It will be especially impactful when they learn together, and you should see an immediate improvement in focus and results from this crucial group of staff, who are often overlooked when it comes to training, and yet are one of your strongest links to building a loyal repeat clientele.

Curriculum

These days, every business touts their excellent customer service, and yet we so often still do not experience it. Being able to actually provide a high level of customer care is not just a matter of training and handbooks; we’ll explore the roots and qualities of a culture of customer care that will enable your organization to consistently deliver on this promise.

Businesses spend a lot of energy and effort in marketing plans that result in phone calls, but then what? This course focuses on the many opportunities in this first interaction and provides strategies to focus the conversation with the potential client so that you can turn that phone call into revenue for your business.

What clients tend to remember most is their last interaction with a business; unfortunately, in the wellness and hospitality sector, that means that the checkout and bill paying can overshadow the enjoyment created beforehand. We’ll focus on tactics that build on this interaction to create rapport with the client and ensure an ongoing relationship.

Despite all the comprehensive training and support tools that you supply to your customer care team, sometimes, we just can’t make the client happy. This is not an “if” but a “when” event, and is actually the best test of your customer care culture. This course provides strategies for handling these rare occurrences, and steps to decrease their frequency.

Pricing

Each individual course is available on demand for $69 and is accompanied by an aptitude quiz. The entire set of 4 is value priced at $234. Courses can be replayed as often as you need, as your team expands.

Get only what you need, when you need it

Have questions about the curriculum or any other aspect of the SDMI program? Call us at 610.368.6660. Or email instructor Lisa Starr at lstarr@wynnebusiness.com.

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Program Feedback

I liked how the videos built on each other, taking us from novice to master, especially regarding problem resolution.

Christine Gaub
Spa Concierge AvantGuard Spa