IH Studio Structure Modules - cont

3. Customer Service Includes:

Personality Styles – Know Your Customers

1. Righteous Perfectionist – Angry Virtue
2. Helpful Giver – Egocentric Generosity
3. Successful Performer – Success through Appearances
4. Aesthetic Individualist – Seeking happiness through pain
5. Eccentric Observer – Seeking wholeness through isolation
6. Rebellious Loyalist – Persecuted Persecutor
7. Scheming Sensualist – Opportunist Idealism
8. On-Site Boss – Coming on Strong
9. Neutral Mediator – Going with the Flow
• “At Their Service”
• Chemotherapy Related Hair Loss
• Chemo/Radiation Related Hair Loss
• Client Checkup Visit
• Client Follow Through Call
• Client Hair Care Lesson
• Client Information Survey
• Converting Callers into Customers
• Customer Service Checklist/Great Topics for Salon Meeting
• Dealing with Customer Complaints
• Frequent Guest Program
• Gift Certificates
• Hair Merchandise Purchase Disclaimer
• Hair Care Instruction
• Holiday Card Message
• Insurance Tips on Filing Your Insurance Claim
• Lead Management Form
• “Play Nice”
• Price Increase Letter Formats
• Radiation
• Referral Cards
• Referral Letter
• Selecting a Hair Replacement Center
• Sensitive Hair Loss Terminology
• Service Agreement
• Thank You Note Phraseology
• 11 formats
• The “Burnt Customer” Story
• The “Platinum Rule”

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