Organisational transformation Singapore

Beyond Beauty International

Customer Service and Consultative Engagement Selling Transforming Customer Experience at Beyond Beauty International

Beyond Beauty International, a beauty and total wellness centre for the modern women, implemented our customized contextual-based customer service program which led to the development of a consultative engagement sales process that focuses on the customer needs rather than just making the sale.

Background
Beyond Beauty International’s core competence is in body slimming, face care and spa for modern women with two outlets each in Singapore and Kuala Lumpur.

They use the latest technology in meeting their customers’ needs and offer professional customer service with a personal touch.

Challenge:
Tight competition prompted the management to look for a competitive edge over their contenders through providing an exceptional level of personalized customer service.

Solution Offered:
Discipline Dynamics developed a tailor-made Customer Service and Consultative Engagement Sales solution that immediately delivered results, creating happier customers through their warmer and more personalized customer service delivery.

The on-site training sessions were filmed, giving participants a real perspective of their customers’ experience when engaging with each staff.

“The interactive training got our consultants to pin down different details that lead to customer satisfaction and dissatisfaction. They got to question and clear their doubts on effective customer service on-the-spot,” said Joanne, Operations Manager

Results
After the training, the consultants became more sensitive to their customers’ reactions and focused on service delivery that satisfied their customers. Immediate applications were made by each consultant that made their customers feel personally taken care of.

“In fact, after the training session, our staff immediately began to build rapport with their customers, making them feel important and cared for. When a customer now enters our outlet, everybody stands up to greet her.”

Customer loyalty is maintained as the consultants engage in a two-way conversation with their customers. Using our proprietary sales and service system – O.P.A™ – they learnt to probe their customers’ needs to start a process of building a long term relationship with each of them.

Consultants learnt not to over-promise and have become more confident to handle complaints and refund cases using our proprietary P.R.O.B.E© and P.U.S.H© techniques. Their front desk executives now make a deliberate effort to inform their customers of the precise waiting time before their treatment begins, especially during peak hours.

When customers are unhappy, consultants use our proprietary L.E.S.A© Anger Control tool to look into the customer’s grievance.

“Incorporating what we learnt from the training sessions into our outlet, our customers seem happier with Beyond Beauty’s warm approach.”