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Case Study on Customer Service

   

Added on  2021-06-17

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Running head: CASE STUDY1Case StudyStudent’s NameInstitutionDate
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CASE STUDY2Customer serviceCustomer service is the aspect of meeting the needs of the customers at the service level. Customer service is vital in that it impacts the reputation of the business in an external environment and the public eye. It entails making sure that customers are satisfied and treated well or fairly. Customer services ensure that the customers are retained ones the business absorbsthem. Employees need to understand the business requires customer for it to succeed and take theinitiative to enhance supportive customer care. Customers frequently share their experience within the company with others which can be negative or positive and this can have an enormousimpact on the reputation of the business. Fit and fab is a well-established gym which has continued receiving complainants from the customers, and the vital element of its success is the customer service which requires professionalism.Main areas that are critical to the success of the gymQuality customer service is vital in ensuring that the customers remain in business. According to Korschun et al. (2016) creating a positive relationship with the customer is the key to the success of the company. Fit and fab gym requires concentrating on improving the quality of customer services to retain its customers who play an essential role in its success. This can be achieved by ensuring that the reception/ customer service staff are competent in their job by making sure that all the customers are satisfied and the customers’ queries are fully resolved. Customer care staff should do their job efficiently to leave a good impression and reputation in the eyes of the customers. Fit and fab gym customer service staff should remain professional in that they should be trained on how to handle all customers. They need to be taught on how to deal with unruly and
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CASE STUDY3disturbing customers and to make sure that they are delighted. The new staff in the fit and fab gym requires being under the management of the seniors, and they should consult their leaders whenever necessary. The young team should be taught on how to handle the irate customer within the business and the need for them to remain professional. The young staff should inquire for help when an angry and unruly customer delivers he complains. The fit and fab gym should be taught on the win-win approach when dealing with the customers. They should satisfy the customer, and this will help the business to retain the same customer. The young, inexperienced staff should work together with the experienced staff to ensure that the customers are fully satisfied.Personalized survey to measure customer satisfaction Quality customer service is vital to ensuring the success of the business as it enhances retention and attraction of the new customers (Chen etal. 2015). The business should regularly conduct customer satisfaction survey to ensure that their efforts are bearing fruits to enhance expansion of the business. The fit and fab gym should perform the following to measure customer satisfaction.
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