BUILDING CLIENT LOYALTY THROUGH EXCEPTIONAL CUSTOMER SERVICE

Course overview

COURSE DESCRIPTION: Customer service describes a business? ability to meet and exceed its customer?s wants and needs. Customer Service and Client Loyalty introduces participants to behaviors and practices that define exceptional customer service and encourage repeat business by building client loyalty. Participants identify the needs and wants of their client target markets using specific methods, before they evaluate their personal strengths and weaknesses on customer service issues. The skills to construct and execute a customer service action plan and client loyalty-building action plan are taught using interactive learning activities. LEARNING OBJECTIVES: Having viewed the presentation, listened to the audio commentary, and completed learning activities, the participant will be able to: Define customer service. Describe the value of building client loyalty in a massage and bodywork practice. Identify the needs and wants of a client base and target clients. Summarize effective methods for gathering feedback from clients. Differentiate baseline, good, and excellent customer service. Place aspects of customer service into the categories of communication, client-therapist interaction, and therapist follow-through. Evaluate their level of success at fulfilling client needs and wants. Construct a customer service action plan. Define client loyalty. Explain the importance of client loyalty to a successful massage and bodywork business. List three methods for measuring client loyalty. Analyze client data related to client loyalty in order to rate a client?s level of loyalty. Describe key methods for retaining a massage business?s current clientele. Strategize specific activities for building client loyalty in a new practice or increasing client loyalty in an existing practice. List the reasons therapists lose clientele. Discuss ways to recapture lost clientele. Construct a client incentive program that builds repeat visits. Formulate a client loyalty building action plan.