Customer Service Quality Evaluation for Bouncy Fitness: Report

This report evaluates customer service quality issues within the Bouncy Fitness business model, focusing on problems such as delayed services and lack of personalized attention for clients. The report highlights the complaints of a client, Ben, regarding late gym openings and the absence of individual workout plans from his service provider, Mick. It assesses these issues, rating their severity and suggesting improvements to customer service standards. Recommendations include enhancing time management among staff, ensuring personalized services as per agreements, and increasing staff and equipment to meet customer demands. The report also proposes changes to resources and systems, such as increased staff training and stricter policy enforcement to improve overall service performance and customer satisfaction. Finally, it provides a framework for monitoring service performance through effective management strategies.

Running head: MANAGING CUSTOMER SERVICE QUALITY 1
Managing Customer Service Quality
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MANAGING CUSTOMER SERVICE QUALITY 2
Task 2: Issues from the business model report
Introduction
According to research the best customer service standards and models demand that
customers are to be given the first priority in terms of service delivery. Workers need to respect
their clients and be committed at serving them towards their satisfaction (Ryu, Lee, and Gon
Kim, 2012, p. 211). Customer complaints need to be addressed based on the services being
targeted. Improvements are to be made depending on the complaints and any concerns raised by
the clients. The management needs to come up with staff and customer related policies that will
guide and control all operations within the business. The policies serve at ensuring that staff and
operations are put into control based on behavior and time respectively.
Background and purpose
The bouncy fitness business receives most of its clients from the firms within the centers
of the neighboring cities of Brisbane, Melbourne and Sydney. Some of the clients include some
professional leaders of companies such as Ben. They come mostly in the morning to get services
in the bouncy fitness gym center that is near their area of working (Yoshida, and James, 2010, p.
350). In this case they normally come during the early hours and leave for work after a physical
exercise. However, issues are being experienced most of which involve time management and
unreliability in some of the workers at the center. This report seeks at evaluating the issues being
experienced within the bouncy fitness business model and ways in which they can be resolved. It
also seeks to evaluate any standards identified in task 1 and see whether amendments can be
made. Changes in resources identified are also being proposed in the report.
Issues in the business model

MANAGING CUSTOMER SERVICE QUALITY 3
There are various issues that come up from the business model of bouncy fitness. These
issues are related to service delivery of the employees to some of its clients. The first issue
relates to delayed services. Ben one of the clients complaints that the gym is opened late
meaning that Ben gets inconvenienced to the extent of getting to work late. Ben has raised the
concern that he needs to shorten the service time at the gym by 15 minutes to enable him get to
work in time. This is caused by the fact that Ben gets to the gym at the same time as Sarah who
is the morning duty manager. She has to ensure that she organizes the procedures of day’s
opening before the clients could be allowed in the gym. She takes some 15 minutes which means
that the clients have to wait outside for the procedures to be finalized. Ben seems to have a fixed
time schedule and has to finish 15 minutes earlier to get to the job earlier. This affects the
satisfaction level of Ben and the other clients. This issue is not that serious and can be rated 5
since Ben is considering reducing his workout by 15 minutes to cater for the lost time. This can
be addressed by ensuring that the center comes up with a strategy on customer needs that will
make the staff report to work early and observe time (Angelova, and Zekiri, 2011, p. 232). This
ensures that clients are served at the right time.
The other issue involves a personalized schedule or workout that Ben was to be given by
Mick who is his service provider. According to Ben, Mick has not been able to provide this form
of personalized service to him and is forced to go through workouts together with a group of
other clients. This means that Ben does not get the right attention from Mick who serves the
clients in a group. This also means that Ben ends up getting substandard service from the
company. Ben needs to have Mick serve him at his own time but not when he is in a group of
other clients. At the same time Ben has paid for this form of service which means Mick does not
offer him service based on the amount he has paid. The company needs a work strategy policy

MANAGING CUSTOMER SERVICE QUALITY 4
that will ensure that staff gets to business at the right time and that the staff offers services to the
clients based on what they have paid for. The other issue is that Mick is also late to the workout
session. This may make Ben influence other employees from his side from coming to seek
services at the bouncy fitness center. This issue can be solved by calling Mick to meeting and
deliberating on how Ben needs to be served. The policy will also make him report to work early.
Improvements on customer standards
Based on the customer standards identified in task 1, there are some improvements that
need to be made to improve the business model. For example, the standard on quality needs to be
improved in the company. Quality service needs to be ensured to clients such as Ben by ensuring
that they get personalized service as per the agreement (Mahamad and Ramayah, 2010, p. 72).
Quality of services involves ensuring that the clients do not have and serious complaints
regarding the services given. At the same time, timeliness standard needs to improve by making
sure that, employees such as Sarah and Mick get to work early enough so that the clients such as
Ben get their services in good time to avoid any unnecessary delays. The main issue at Bouncy
fitness involves time management which needs to be enhanced across the staff. Regarding cost
standard the company needs to improve in terms of giving services to clients based on the money
paid by clients.
Changes to resources and systems
There are various systems and resources that need to change in the organization to ensure
that service improves. These include employment of enough qualified staff to cater for the
increasing demand for the body health management services in the company. The company
needs to increase staff to avoid serving the clients in groups when they expect personalized
services. They also need enough equipment in the gym to ensure that clients have enough space

MANAGING CUSTOMER SERVICE QUALITY 5
to avoid fighting for less equipment. This means that the staff also should be trained well to
ensure that they improve their services to the clients (Jahanshahi, et al. 2011, p. 259). The
company also needs to be serious in terms of policies enforcement to make the staff also become
serious. Rules and regulations need to control the staff to enable them change their behavior and
make them respect the clients and the company management in general.
Monitoring service performance
As a manager, I would help review the company strategies and needs policy to ensure
that the staff can be controlled in terms of behavior. I would ensure that the staff undergoes
training that will enable them change the way they serve the clients. I would serve as a good role
model to the staff so as to demonstrate to the staff how services need to be given. The company
needs to enhance its customer service monitoring by having enough managers to head the
various departments in the company and assess the way services are being delivered. Closely
working with the various staff ensures that they adhere to the various policies related to the
duties and responsibilities.
Conclusion
Issues that affect the bouncy fitness center include time management and unreliability
among the staff members. This means that workers do not know how to keep time and offer
services as set in the agreement or terms. These can be resolved by ensuring that stakeholders
deliberate on the way forward.

MANAGING CUSTOMER SERVICE QUALITY 6
References
Angelova, B. and Zekiri, J., 2011. Measuring customer satisfaction with service quality using
American Customer Satisfaction Model (ACSI Model). International Journal of Academic
Research in Business and Social Sciences, 1(3), p.232.
Jahanshahi, A.A., Gashti, M.A.H., Mirdamadi, S.A., Nawaser, K. and Khaksar, S.M.S., 2011.
Study the effects of customer service and product quality on customer satisfaction and
loyalty. International Journal of Humanities and Social Science, 1(7), pp.253-260.
Mahamad, O. and Ramayah, T., 2010. Service quality, customer satisfaction and loyalty: A test
of mediation. International business research, 3(4), p.72.
Ryu, K., Lee, H.R. and Gon Kim, W., 2012. The influence of the quality of the physical
environment, food, and service on restaurant image, customer perceived value, customer
satisfaction, and behavioral intentions. International journal of contemporary hospitality
management, 24(2), pp.200-223.
Yoshida, M. and James, J.D., 2010. Customer satisfaction with game and service experiences:
Antecedents and consequences. Journal of sport management, 24(3), pp.338-361.