WEBINAR: Mastering the Mindset of World Class Service

World class service is no accident. The first step toward achieving this elevated level of guest care is to ground team members in the unique “mindset” that inspires top service organizations. Are you concerned that team members don’t always exhibit the right attitude, or don’t seem to be inspired, about delivering superior customer service? This webinar is a great way to kick off a service improvement project, meeting, or coaching session. This fast paced webinar, recorded live with Lisa Starr and Peggy Wynne Borgman, will inform, engage and inspire all spa personnel, regardless of their role. Recommended as a “core course,” it’s the perfect prelude to our skills training programs, such as “Mastering the Reservations Call.”

• What is “world class” service?
• What do customers value most and why is it so hard for most spas to deliver this?
• How staging experiences differs from delivering services or filling orders. Getting out of the “transaction” mindset.
• Guest expectations of their spa experience: are you prepared to deliver?
• The three key components of world class service: Values, Systems and Art
• The core values of great service providers
• Structure: the sacred geometry that holds your spa together
• The Power of Consistency: how Systems drive world class service
• Art: How World Class service providers create delight
• Understanding social styles and how they affect our communication with others–coworkers and clients alike
• Techniques for achieving rapport quickly
• Moments of Truth in World Class Service: how to survive the test

Please check the Events and Learning Academy pages for our other offered trainings.