Customer Service Case Studies | Assignment 3.1.1 – Working in the Industry

ASSIGNMENT 3.1.1 – WORKING IN THE INDUSTRY
CUSTOMER SERVICE CASE STUDIESRead the scenarios below and use independent research to provide an
explanation of the actions you would take to meet the client’s needs and deal
with the relevant situation.
Scenario 1: A couple of older adults, named Thelma and Ted have come into
your facility seeking information on the services provided and are both very
interested in ‘boot camp’ style activities.
Both Ted and Thelma are in the 70 (+) age bracket and based on their gait and
posture, appear quite frail. However, they indicate they both do a lot of walking,
are quite active every day and are above the fitness standard of usual older
adults.
Scenario 2: A young adult named Johnny has made an enquiry about gym
membership and fitness programs. He indicates he is interested in body building
and wants to ‘bulk up’.
From your discussions with Johnny, you believe he may have an intellectual
disability, but he is over eighteen and has provided you with his bank account
details to commence payment for a membership.
a. Based on the information provided in the scenario #1 and #2, briefly
outline what you have identified as the potential needs of the clients (i.e.
what are
they looking to do).
Scenario
#1
Both couples are looking for a basic fitness program. GYM owner should
ask for their comfortable gym timing, after that it is the duty of the
management to make the availability of cycling machine, treadmill and
with other basic equipment’s.
Scenario
#2
Johnny is looking for heavy weight training but I had identified that he
has intellectual disability. Thus, it will suggest him to incorporate basic
level of training.
b. What fitness-related products or services commonly provided at a
fitness or recreation facility would you recommend to meet these needs
(e.g. fitness classes, programs)?
Please note: Supplements or diet advice will not be accepted as an answer
for this question.
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Scenario
#1
I will suggest them multivitamins with nutrition diet. Apart from
this, to these old couple I will also suggest them few deep
breathings exercises.
Scenario
#2
As Johnny is looking for heavy weight training so I will suggest him
to start with low doses of protein supplements. In future he may
increase the doses. I will also suggest him meditation method so
that he can keep effective balance between his mind and body.
c. What process would you use to determine which training programs each
client is ready to participate in?
Your answer:
A. Old couples are ready to participate in basic training program such as
working on treadmills, cycling, etc.
B. Johnny is expecting to participate in heavy weight training but I will
suggest him to start with initial level training only.
d. For Scenario 2, would you accept Johnny’s application for membership?
Explain your answer:
Yes, because I am aware with the methods to treat the clients who have
intellectual disabilities. While giving training to Johnny I will use soft spoken
voice with clear and simple instructions, I will ensure that he is properly getting
my instructions, etc. These are the methods through which I can train Johnny
effectively and efficiently.
CUSTOMER COMPLAINT CASE STUDIES
Based on the scenarios below, provide a summary of the actions you would take
to deal with the customer complaint and resolve the situation as well as any
follow up action required.
Follow up action may include reporting and recording requirements and
a review of current policies and procedures.
Scenario 3:
You are the manager of the gym and there are a small group of A-League
footballers using the gym equipment. They are long time, respected clients of
the gym and personal friends of the owner. However, they have been causing
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some disturbances. When they come in to do their work-out they leave their
towels on all the equipment they plan to use during that session.
This is agitating other clients because they are taking up all the equipment.
Fred Brown comes to you to complain about the footballers’, saying they are
rude and inconsiderate and interfering with his workout.
Your answers:
 How do you respond to Fred?
It is my duty to pay close attention over the issue raise by Fred Brown. I will
approach to the members of group A footballers and I will request them to
please maintain a proper atmosphere in the gym.
 What do you identify as the needs of both Fred and the Footballers?
Fred need positive and hygienic environment to conduct the activities. On
the other hand, Group A footballers do not care about the hygienic conditions.
 Detail what initial action you will take:
Initially I will approach to the group A football team and I will guide them to
use the machines properly. I will tell them that your team members are
putting towels on machine which is creating unhygienic environment for
other people. I will guide them with the measures to efficient utilize the
machines.
 List the options/solutions you can think of:
 To approach in the polite manner and talk with them.
 To point out their mistake in proper way so they do not feel offend.
 I will put the chart with methods to maintain hygiene in the gym.
 What organisational systems or policies could be put in place to prevent
conflict in the future
The Work Health and Safety Act (2011) can be place in this context to keep the
positive and hygienic environment in the premises.
 What follow up actions would you take?
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I will guide my team members to put an eye on footballers and if they again
conduct the same mistake then immediately report to me.
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