BSBCUS301: Delivering and Monitoring Service to Customers - AIPT

This assignment delves into the core aspects of delivering and monitoring customer service, focusing on the case study of Fit and Fab Gym. It identifies areas of improvement within the gym's customer service team, such as communication gaps and lack of experience. The assignment proposes solutions including personalized survey forms to gauge customer satisfaction, outlining procedures to meet customer expectations, and key points for training sessions to enhance the team's ability to handle customer inquiries and complaints effectively. It also covers the importance of meeting legislative requirements to avoid misleading customers and ensure safety. The analysis emphasizes the need for transparent communication, proactive approaches, and product knowledge to achieve customer satisfaction and business sustainability. The assignment uses references to support the strategies and recommendations for improving customer service.

DELIVER AND MONITOR A SERVICE TO CUSTOMERS

Table of Contents
1.0 The main areas of customer service...........................................................................................3
2.0 Personalised survey form...........................................................................................................4
3.0 Outline procedures to meet the Expectations of customer contact staff....................................6
4.0 Key points to cover in training session......................................................................................7
5.0 Meeting legislative requirements...............................................................................................8
References:......................................................................................................................................9
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Introduction
The customer service may be considered to be one of the most success-critical aspects of the
business and the management may need to devise effective strategies to consider the needs and
preference of the customers and service them with value offering and quality.
1.0 The main areas of customer service
It can be identified from the provided case study that the customer service team of Fit and Fab
Gym lags in expertise and skill sets to tackle unexpected approaches. Moreover, an extensive
amount of communication gap has been found between the team members and the managers as
well (Hassan et al. 2015). As the members are inexperienced and have a shortage of knowledge
in terms of dealing with the unavoidable uncertainties, therefore, it is necessary for the managers
to maintain transparent communication with its team on regular basis and discuss the areas they
are facing issues with. It has been discovered that the team members are getting panic-stricken
with the sudden approaches or critical claims of its customers, where they are being enforced to
project their impulsive behaviour before the customers. Hence, it is effectively important for the
manager to train its team members to handle uncertainties with calm and channelize their
impulsivity with a positive approach. Hence, it can be stated that maintaining a transparent
communication and monitoring team performance on a regular basis would be the critical
success factor of Fit and Fab Gym for the time being.
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2.0 Personalised survey form
1. Are you satisfied with our gym services?
 Yes
 No
2. Which of the following words you would choose to describe our service and products?
 Useful
 Find but there are some issues
 Just fine
 Horrible
3. How well does our service meet your expectations?
 Very well
 Well
 Fine
 Badly
4. What kind of issue you are facing with current customer care service offerings?
 Unprofessionalism
 Ineffective product knowledge
 Rude behaviour
 Impulsive behaviour
 Others
5. If you could change one thing about our service, what that would be?
 Precautionary measures
 The professionalism of the customer care executive
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 Improving the product knowledge of gym trainer
 Preciseness
 Others
6. How would you read the value for money of our services?
 Good
 Average
 Could be better
 Worst
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3.0 Outline procedures to meet the Expectations of customer contact staff
 Knowing your exact customers and their nature. According to Peterson et al. (2018), it is
important for a customer service team to gather maximum information office customer
and the products they are frequently purchasing or prioritising.
 Meeting customer expectations. It is necessary for a customer service team to tell the
level of the surface to meet their customers’ expectations by introducing effective
initiatives like a customer focus group, customer service card or suggestion box, etc
(Taylor et al. 2015)
 Employees shall be trained to deal with negative customers’ claims and to identify the
areas of their loopholes.
 The designed service line shall be realistic enough to align the actual expectations of his
customers and also to leverage it with efficient after sales service offerings.
 The team member shall be proactive enough to approach their managers in terms of the
issues faced within the operation. A perfect employee managerial relationship can
strengthen team performance by overcoming the discrepancies.
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4.0 Key points to cover in training session
Greve and Schlüschen (2018) mentioned that it is primarily important for a customer care team
to inculcate the basic skills to handle customers queries effectively. The team members shall
have qualities like patience, empathy and consistency. Few of the customers would be irate and
few come up with several questions. It is not realistic for the manager to train its team members
with every type of questions they encounter with on a regular basis (Tseng, 2016). Hence, the
team member shall be trained effectively to retain their come and proficiently comprehend the
nature of his customers and the kind of question he can raise. Accordingly, the answers ought to
be given with the correct choice of words that do not hurt any feeling or sentiment. The team
members shall also enhance their adaptability skills to handle the indifferent natures and
demands of its customers. Since it is a physical fitness centre, therefore, customer retention
would strongly depend on the aspects like interrelationship, service delivery and the fitness
instructions given by the gym trainer. Communication is also an effective role in this segment
where customer shall be given the opportunity to convey their feedback in terms of the service
received. The team members should be trained effectively to deal with every query with positive
language and cheerful attitude no matter how much irritation customer projects. The customer
service team needs to have correct product knowledge in terms of enlightening its new customers
and also getting a positive impression over them.
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5.0 Meeting legislative requirements
 Customer service team needs to have the correct product knowledge to avoid misleading
its customers with the wrong product or service related information
 Since its fitness centre, therefore, customers might of for supplementary products. The
team should know both the pros and cons of the ingredients used in the product and
suggest customers with the right one as per their needs (Siu, 2016).
 The non-potential hazards shall be eliminated
 The gym equipment shall be checked regularly to avoid accidents.
Conclusion
On the basis of the discussion and analysis performed, herein, it may finally be concluded that
the well-designed customer service strategy sets followed by the management supported by the
strong and efficient leadership will significantly contribute towards the attainment of corporate
goal of sustainability in the long-run in the industry in most time and cost efficient manner.
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References:
Greve, G. and Schlüschen, A., (2018). From Customer Relationship Management to Influencer
Relationship Management. In Diverse Methods in Customer Relationship Marketing and
Management (pp. 80-91). IGI Global.
Hassan, R.S., Nawaz, A., Lashari, M.N. and Zafar, F., (2015). Effect of customer relationship
management on customer satisfaction. Procedia Economics and Finance, 23, pp.563-567.
Peterson, R.D., Tyra, A.S. and Mikula, J.C., Amazon Technologies Inc, (2018). Dynamic
customer relationship management while maintaining customer privacy. U.S. Patent 9,978,070.
Siu, N., (2016). Customer relationship management and recent developments.
Taylor, J., Roberts, J., Oram, C., Gupta, A., Itani, M., Baroudi, S. and Smith, R., SugarCRM Inc,
(2015). Customer relationship management system and method. U.S. Patent 8,972,876.
Tseng, S.M., (2016). Knowledge management capability, customer relationship management,
and service quality. Journal of enterprise information management, 29(2), pp.202-221.
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