Decision Point: How The Spa Should Provide Customer Service Training

Customer service is a critical component in the service encounter. You now must decide how to train your staff to provide customer service. Choose the training option that will create the most customer value and reduce perceived variability.

Select an option from the choices below and click Submit.

Train the staff to be patient but firm with customers, and whenever possible to steer them towards options that are profitable to Verdure.

Training is too expensive. The staff should rely on their own instincts and experiences.

Train the staff in customer delight$-$to understand the wants and needs of the customer and to exceed customer expectations.