Build Client Loyalty through Outstanding Customer Service identifies customer service skills and methods of increasing loyalty relative to massage and bodywork and helps you implement strategies for achieving this essential service in your practice.
Providing excellent customer service and building client loyalty are essential to the success of your business. This course explains how to implement excellent customer service strategies in your massage and bodywork practice. You’ll learn how to assess your clients’ satisfaction and improve your customer service. You’ll learn how excellent customer service relates to client loyalty, how to measure and then increase client loyalty, and how your loyal and expanding client base should benefit your business.
The first half of the course begins with the principles of great customer service. It explains how to assess your implementation of these principles with four customer service ratings: poor, baseline, good, and excellent. You’ll learn how to translate these principles into actions that affect the critical aspects of customer service, including communication, client–therapist interaction, and therapist follow-through. You’ll learn methods for gathering feedback from clients and prospective clients—feedback that will help you identify their needs and preferences. Finally, you’ll learn how to handle the infrequent customer service event—the difficult client.
The second half of the course explores client loyalty and its importance to a successful massage and bodywork business. You’ll learn what client loyalty is and how to measure it. You’ll learn about the cost of clients who aren’t loyal and about the value of clients who are. You’ll consider approaches to building client loyalty, learn how to meet clients’ needs and personalize their experiences, turn complaints into loyalty, and create barriers to exit. Finally, you’ll learn how to reward loyal clients by constructing a client loyalty action plan that builds repeat visits in a new or existing practice through the use of incentive programs.
The student text for Build Client Loyalty through Outstanding Customer Service is a downloadable PDF used as a reference throughout the course. Participants will also be able to download a customer service assessment form, two client loyalty survey tools, and a client loyalty plan worksheet.
This 2-hour course concludes with a 20-question test. As with other ABMP online courses, you can download the multimedia presentation outline and transcript so you can refer back to them at any time in the future.
Unit 1. Client Interviews Unit 2. Client Intake Forms Unit 3. Interview Questions Unit 4. Applying Interview Information
College of Massage Therapists of Newfoundland and Labrador