Management of Customer Experience

• Duration: 4 Hours
• Location: Online Only (Lifetime Access)
• Certificate: Certificate of Completion
• Pre-requisite: None
• Suitability: All Professionals

The Management of Customer Experience course explores every touchpoint in the client journey—from the first phone call to the final farewell—so you can build trust, elevate satisfaction and drive retention in aesthetic practices. Drawing on seven years of global medspa data and research, this concise program translates proven strategies into practical actions your team can implement immediately.

Through real-world scenarios and practitioner role-play inside a clinical environment, you’ll learn how to optimise booking and confirmation processes, create a welcoming arrival, maintain professional standards throughout the visit, integrate retail recommendations ethically, and design a memorable departure that encourages loyalty and referrals. The format blends actionable guidance with examples of both effective and ineffective approaches, helping you refine your patient journey with clarity and confidence.

Learning outcomes

• Master telephone communication for booking and confirming consultations
• Create a welcoming arrival and professional waiting room experience
• Conduct thorough, compassionate consultations with clear next steps
• Maintain professional etiquette, appearance and service standards
• Integrate retail recommendations appropriately to support treatment plans
• Overcome retailing barriers and optimise the retail display area
• Craft a positive final impression that strengthens loyalty and retention

Course modules

• Chapter 1: Sharing & Collecting
• Chapter 2: Booking the Consultation & Confirmation
• Chapter 3: The Art of Arrival
• Chapter 4: The Waiting Room
• Chapter 5: Best Practice Consultation
• Chapter 6: A Professional Experience
• Chapter 7: Retail at Consultation
• Chapter 8: Retailing
• Chapter 9: Retailing at Reception
• Chapter 10: Departure

Participants receive lifetime online access and a Certificate of Completion upon finishing the course.

Please note: This module complements practical, in-clinic training and SOP development for your team.