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Customer Service in Spas
12
Flashcards
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A customer is unhappy with the massage service
Listen actively, apologize, offer a solution such as a discount or free service, follow up later
A client is late for their appointment and missed their slot
Explain the policy, show empathy, reschedule and offer next available slot, suggest a different service that can fit their timing
A customer complains about the cleanliness of the spa facilities
Acknowledge the discomfort, ensure immediate cleaning, and provide an incentive for their inconvenience
A customer has an allergic reaction to a skincare product
Provide immediate medical attention, record the incident, remove the product from use, inform the customer about ingredient labels in future
A client cannot decide which service to choose
Ask questions about needs and preferences, educate on various services, offer a guided choice
A customer feels the atmosphere is not relaxing enough
Gather feedback on what elements are lacking, improve ambient factors like lighting and music, offer a complimentary soothing service
A customer is unsatisfied with the time it took for service to begin
Apologize for the delay, explain reason if any, offer to extend the session or discount on the current service
A client's preferred staff member is not available
Inform about staff schedules in advance, recommend another qualified staff member, offer a discount or additional service for the inconvenience
The spa is overbooked and clients are waiting
Acknowledge the wait, provide refreshments or complimentary services, offer discounts for future visits
A customer questions the effectiveness of a treatment
Provide educational material on the treatment's benefits, ask for specifics on concerns, offer a follow-up consultation
A spa member wants to cancel their membership
Understand reasons for cancellation, review contract terms together, offer alternative solutions or membership pauses
A first-time spa-goer appears nervous
Give a warm welcome, provide a detailed tour of the spa, introduce them to their service provider, explain the procedure before it starts
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