Areas of Customer Service Important for Success of the Gym

Areas of customer service important for success of the gym
In order to ensure customer retention along with attracting more customers to join the gym,
helping in growth of the business, the customer service plays a vital role.
The customer service can take up steps to make their gym far more attractable and successful
compared to other. This steps might include:
Analysis of the target market- for successfully marketing a business, it I very important to
actually know the community where the business is going to function. According to the
population of the community, the programs offered by the gym might vary. The customer
service has to take responsibility of this survey. If they might out that more senior citizens
reside in the community, the classes will be shaped according to that. If there are more
families with small children, facilities will be provided like child care in the gym centre itself.
Design for function – it has been seen that more of these fitness centres have equipment not
according to the users but according to the basic requirements of a gym. If this aspect can be
changed by the customer service through a survey that what the users want more, customer
retention can be guaranteed. Another such aspect involves the layout of the centre. If the
customer on approaching the centre for the first time sees instruments like the heavy weight
lifters and such, they might find the environment and this might hinder them form joining the
fitness program. Such things can be taken care of by the customer services.
Locker room investment- this is a very important actor when thinking about improvement
of service for the customers. People are most vulnerable in these facilities in a bathroom or a
locker room. Therefore care should be taken that none of the members feel unsafe in these
areas of the fitness centre or it might take a toll on the success of the business.

Creation of a social environment- the gaol should be a creation of a community fitness
centre. Therefore there a requirement to create an environment which attracts every member
of the community. The centre might help in building good and healthy relationships between
the members and other others involved in the fitness centre.
Personalized survey form
Expectations of your Reception/customer contact staff

Customer Service Procedure Guidelines
Customer contact element Procedures and skill sets Initial of staff who
are competent
Telephone All staff must be involved in the
conversant with the phone operations
in a way which includes:
 Hold and transfer
 Intercom operation
 Retrieving messages
 Auto redial
 Speed dial
The staff member or the receptionist
answering the phone must use certain
greeting standards like: “Welcome to
Fit and Fab gym, how may I help?”
Portrayal of courteous and pleasant
disposition must be implemented on
the phone to the customers at all
times, while speaking clearly and
evenly.
While dealing with complaints of the
customers, the customer service staff
will have to display empathetic
behaviour and listen to the customer