Top Gun Front Desk Training

TOP GUN FRONT DESK:

Essential Training For Soaring Sales and Outrageous Customer Service

Your front desk is the heartbeat of your salon or spa’s entire operation. An effectively run front desk can be the most vital area in a salon or spa for ensuring productivity, growth and profits because it is the first, last and sometimes, only contact point for all your customers. To the customer, they are the voice, face & attitude of your business.

Participants will learn:

· How to turn irate customers into Raving Fans!

· How to increase retail sales from the Front Desk!

· How to create a Wow Experience with each guest every time!

· How to transform your Front Desk into Pre-Booking Masters!

· How to get your clients spending more $$ with you—and loving it!

· How to turn phone calls in booked appointments and Add-On Sales!

Top Gun Training

This training is recommended for ALL front desk personnel, concierge as well as all managers and supervisors overseeing the front desk in any shape, way, form or matter. The Top Gun Flight Plan challenges the traditional role of front desk receptionist and explores how to take effective command of the entire front desk experience through a systematic and proactive approach to exceptional customer service and salon & spa profits.

"The training provided by Top Gun Front Desk empowered our already wonderful staff. It gave them clarity on what their job is and action steps on implementing systems and strategies to provide consistent and exceptional guest service. Our guests love the new "Wow" greeting and our "cookie" (which by the way has increased our retail sales). Our service providers love the support they receive from the front desk to help increase services, retail sales and creating booked appointments from inquiry calls. Understanding better the importance of the front desk has made their job more fun and enjoyable. The class was a win for the salon, a win for the team and most importantly a win for the guests."

We ARE making a difference at Salon 29 - Becky Bateman-Andres

How This Program Works

Over six (6) weeks, participants will join other front desk professionals in this exciting online course, which is a convenient and great way to interactively learn vital skills, systems and techniques regardless of location, and without the airfare, hotel or other travel-related expenses.

Easy to Use
Each week you will simply connect to the internet from any computer and login using the name and password you will receive via email after you register for this class. Dial into the toll-free conference call number provided for you at registration and your ready to learn from the convenience of your salon or office! You don’t need any special equipment, software or advanced skills to experience this online training.

The Advantage of Online Webinar Training:

Easy to use: All you need is hi-speed internet access and a phone line!

No special software or computer knowledge needed.

Virtual & Interactive: Participants will be able to view live power point presentations, video presentations, ask questions, participate in live online chats and class polls … all in real time with a live facilitator

Affordable: Only $799 per Registration!

Please note registration is for ONE COMPUTER per business.

Convenient: With your online connection, the world is your neighborhood; and the learning is quick, easy, fun learning... with no travel!

Save time: Each class session is 75 minutes.

Cutting-edge: Powered using leading online meeting technology, which is as easy as logging onto a web site!

Limited attendance: Each class is limited to just 14 businesses!

What you will need to attend this online Webinar Training:
1. A PC computer (with sound) with a Hi-speed Internet connection to view the presentation and phone to dial into the audio portion.

2. A Headset for hands free operation or speaker phone if two more participants are attending

3. A notepad and pencil.
4. After you register, you will receive an email with all the instructions and a test link to ensure the compatibility of your computer and make sure any updates are in place so you are set up to win prior to the class start date ready to successfully participate.

What You Can Expect

During the six-week course, participants will take away how to pilot the flight of all Spa/Salon activity through engaging in activities, group interaction, role-play and experiential exercises to systematically redefine the importance of their role at the Front Desk. Each week participants will explore new systems and techniques to empower the front desk in all areas of customer service and sales support and will conclude with an online test and an assignment dedicated towards applying the lessons and systems they learned from the class. Each class will begin with a review of the past week assignment and feedback. The training will implement power point, video, class-room chat features and instant polling to maximize the experience and deepen the overall learning. Each graduate will receive a certificate of completion.

Timing
The Training begins Wednesday July 18^th, 2007 and concludes Aug 29^th, 2007. Class Sessions are 75 Minutes each and are on Wednesday from

9:00am to 10:15am PST

11:00am to 12:15pm CST

12:00pm to 1:15pm EST

Class Dates:

JULY: 18^th, 25^th,

AUGUST: 1^st, 15^th, 22^nd, 29^th

BONUS: *Pre-flight Call with Owners and Managers on July 11thto achieve the following:

· Outline the training

· Cover all rules of engagement, technical training, participation and logistics

· Discuss post-training support

· Explore ways of sustaining effective front desk performance after the training

BONUS: *Afterglow Call with Owners and Managers on September 5^th

What we will cover in your six-week training program:

Modules 1 & 2 : Making The Reservation & Mastering The Phone

· Explore The Typical Client Flow Chart & The Vital Role of The Front Desk

· Learn What The Top Gun Flight Is And How It Works

· How to Win Your Guest on the Phone in 5 Seconds

· Master Phone Etiquette

· When and How To Place a Guest on Hold

· Create Active Listening Skills

· Learn How to Turn Phone Calls into Booked Appointments

Module 3: Welcoming Guest & Building Rapport

· Upgrading the Standard Confirmation Call

· Learn the Three Keys to Welcoming Guests into Your Business

· Creating a Guest Ritual for Check-in and Check-out

· How to Instant Build Rapport With All Guests

· Learn Which Words & Phrases to Avoid or Use When Handling Guests

Modules 4 & 5: Overcoming Turbulence & Stabilizing Guest Experience

· Explore the Impact of The Guest Hand-off

· Learn a System for Remembering Names Without Looking In The Books

· Identify the Three Places That Produce Service Turbulence

· How to Effectively Communicate When Turbulence Arises

· Learn New Skill-sets for Handling Irate Guests

· Go Beyond “Putting Out Fires” & Discover How to Redirect Any Potential Breakdown into a Breakthrough & Gain Raving Fans

· Learn Powerful Communication Tools That Work in All Situations

· Discover the Platinum Key to Great Customer Service

Module 6: Increased Retail Sales & Pre-Booking

· How Vital the Front Desk Is For Retailing & Pre-booking

· Learn Easy Methods to Increase Retail Sales without Being Pushy

· Discover The Benefits of Retailing For The Client & Front Desk Team

· Learn Proven & Effective System for Re-Booking Guests at The Front Desk

· Completing Your Top Gun Flight Plan – Prevention, Retention, Recovery & Maintenance

For More information or to Register Contact Lance Courtney

Metro: 817-462-4001 Toll Free Fax 877-815-1399 lance@piesolutions.net

Or Contact Lauren Gartland of Inspiring Champions

Metro: 619-280-5070 Toll Free 800-496-9305 lauren@inspiringchampions.com