Lesson 5 – Customer Relationship Management

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Course Content

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Course Introduction 6 Lessons

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Course Intro – Start Here

Lesson 1 – Course content overview

Lesson 2 – How to use this course

Lesson 3 – How we learn

Lesson 4 – Look for the nuggets

Lesson 5 – Legislation Compliance

Module 1 – Getting Focused 6 Lessons

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Module 1 – Start Here

Lesson 1 – What would you like to get from this course?

Lesson 2 – Create it on paper first

Lesson 3 – The top 3 challenges

Lesson 4 – Managing the cycle of business

Lesson 5 – S.W.O.T Analysis

Module 2 – Systems and Process Management 4 Lessons

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Module 2 – Start Here

Lesson 1 – The tools of management

Lesson 2 – The systems and processes of management

Lesson 3 – The leadership and people skills of management

Module 3 – Culture Management (WHY, WHAT, HOW) 6 Lessons

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Module 3 – Start Here

Lesson 1 – Getting clarity on you and your business

Lesson 2 – What is your business model?

Lesson 3 – What is your business vision?

Lesson 4 – How and why, what is your business mission?

Lesson 5 – Taking over an existing business

Module 4 – Self Management 5 Lessons

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Module 4 – Start Here

Lesson 1 – Intentional goal setting

Lesson 2 – Action plans

Lesson 3 – Leadership 101

Lesson 4 – Self motivation

Module 5 – Time management 8 Lessons

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Module 5 – Start Here

Lesson 1 – Time management

Lesson 2 – Making meetings work

Lesson 3 – Managing team meetings

Lesson 4 – Delegation

Lesson 5 – Outsourcing

Lesson 6 – Juggling the role of the stylist/manager

Lesson 7 – Stepping away from behind the chair

Module 6 – People Management 8 Lessons

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Module 6 – Start Here

Lesson 1 – Partnerships

Lesson 2 – Family businesses

Lesson 3 – New manager challenges

Lesson 4 – Non-hairdresser managers

Lesson 5 – External team management

Lesson 6 – Communication systems

Lesson 7 – Setting a new manager up to succeed

Module 7 – Operations Management 9 Lessons

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Module 7 – Start Here

Lesson 1 – Organisation chart

Lesson 2 – Why you need systems

Lesson 3 – Policy & procedure manual

Lesson 4 – Operations manual

Lesson 5 – Facilities management

Lesson 6 – Inventory management

Lesson 7 – The onboarding process

Lesson 8 – Human Resources

Module 8 – Client Management 7 Lessons

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Module 8 – Start Here

Lesson 1 – Creating the client experience

Lesson 2 – Dealing with complaints

Lesson 3 – Managing your online reputation

Lesson 4 – Cancellation Policy

Lesson 5 – Customer Relationship Management

Module 8 – The Wrap Up!