Customer Service Strategies and Survey for Fit and Fab Gym

This report addresses customer service issues at the Fit and Fab gym, focusing on improving customer satisfaction through various strategies. The main body of the report begins by identifying key areas of customer service critical to the gym's success, emphasizing the importance of equipment, skilled trainers, attractive memberships, and effective staff. It then details the design of a personalized customer satisfaction survey to gather feedback on service quality. The report further outlines procedures for reception staff, covering both phone and face-to-face interactions, emphasizing active listening, proactive issue identification, and positive communication. A comprehensive training session is described, including active listening, problem-solving skills, communication techniques, and an overview of company policies and procedures, complaint handling, and customer legislation. Finally, the report explores legislative considerations, particularly the Competition and Consumer Act 2010, ensuring fair treatment, health and safety standards, anti-discrimination policies, and privacy protection. The report concludes by recommending staff training and development to improve service quality and enhance customer satisfaction and retention.