Client Care Flashcards
What are some ways to greet someone professionally?
Friendly smile
Direct eye contact
Shake hands
Welcome them warmly
The _____ is often the first contact a client has with you or your business.
Telephone
A nonverbal gesture that shows someone has your undivided attention and demonstrates personal confidence.
Eye contact
What is the first step of the service wheel?
Greeting
What is the most personal of the five senses and lowers blood pressure, relieves stress, and promotes comfort?
Touch
In a professional setting, what tone of voice is preferred?
Firm and low key tone
What are some words that describe a professional tone?
Confident, calm, respectful, and non judge mental
What is he second phase of the service wheel?
Ask, analyze, and assess
What form should a client fill out at the beginning of their visit?
Client consultation form
The client consultation form contains what information?
Personal info, medical history, personal skin evaluation, professional skin evaluation, and treatment record
What section of the client consultation form contains information on allergies, medications, recent surgeries, etc?
Medical history
A substance likely to cause an allergic reaction.
Allergen
Allergens that are caused by colors and fragrances.
Cosmetic ingredient allergens
Allergens caused by pollen, mold, animal dander and saliva, food, etc.
Environmental allergens
What ingredient in sunscreen is a common allergen?
PABA
What habit robs skin of its nutrients and oxygen and causes the skin to be sallow, gray, or yellow with premature wrinkles.
Smoking
Protects the skin care center from claims related to accidents or dangers.
Client release statement
The skin is thinner and more delicate here and should be checked for discoloration, puffiness, and fine delicate lines.
Eye area
The skin of this area should be checked for pore size, freckling, sun damage, and telangiectasia.
Cheek area
The skin of this area should be checked for clogged pores and breakouts.
Chin area
The skin of this area should be checked for discoloration, sun damage, pore size and deep wrinkles from facial movements.
Forehead area
The third phase of the service wheel.
Agreement
What are some steps of the agreement phase?
Summarize and explain treatment
State the cost of service
Gain client feedback
Ensure agreeable with client
Always perform the service with ______.
Intention
What is the fourth phase of the service wheel?
Delivery
This phase of service is also known as the feature and benefit phase.
Delivery
The last step of the service wheel is?
Completion
The phase of service that solicits feedback, recommends a home care regimen, retails, and schedules their next appointment.
Completion
Asking the client to book another appointment in advance is known as?
Rebooking or prebooking
The way clients take care of their skin at home accounts for __% of the condition of their skin.
80
You should strive to acquire __-__% more new clients each week.
15-20%
The best form of advertising in customer service businesses.
Word of mouth
What are the two primary reasons to follow up with a client after a treatment?
To check the condition of their skin after the treatment.
To check on the clients satisfaction with any products purchased.
Follow up with clients should be done within __ hours of the service.
72
What are some ways to follow up with a client?
Care calls and thank you notes
