Analyzing Customer Service Issues at Fit and Fab Gym: A Case Study

This case study examines customer service issues at Fit and Fab Gym, highlighting the critical role of customer satisfaction in business success. The study emphasizes the importance of competent customer service staff, professional conduct, and effective handling of customer complaints. It explor...Read More

Running head: CASE STUDY 1
Case Study
Student’s Name
Institution
Date

CASE STUDY 2
Customer service
Customer service is the aspect of meeting the needs of the customers at the service level.
Customer service is vital in that it impacts the reputation of the business in an external
environment and the public eye. It entails making sure that customers are satisfied and treated
well or fairly. Customer services ensure that the customers are retained ones the business absorbs
them. Employees need to understand the business requires customer for it to succeed and take the
initiative to enhance supportive customer care. Customers frequently share their experience
within the company with others which can be negative or positive and this can have an enormous
impact on the reputation of the business. Fit and fab is a well-established gym which has
continued receiving complainants from the customers, and the vital element of its success is the
customer service which requires professionalism.
Main areas that are critical to the success of the gym
Quality customer service is vital in ensuring that the customers remain in business.
According to Korschun et al. (2016) creating a positive relationship with the customer is the key
to the success of the company. Fit and fab gym requires concentrating on improving the quality
of customer services to retain its customers who play an essential role in its success. This can be
achieved by ensuring that the reception/ customer service staff are competent in their job by
making sure that all the customers are satisfied and the customers’ queries are fully resolved.
Customer care staff should do their job efficiently to leave a good impression and reputation in
the eyes of the customers.
Fit and fab gym customer service staff should remain professional in that they should be
trained on how to handle all customers. They need to be taught on how to deal with unruly and

CASE STUDY 3
disturbing customers and to make sure that they are delighted. The new staff in the fit and fab
gym requires being under the management of the seniors, and they should consult their leaders
whenever necessary. The young team should be taught on how to handle the irate customer
within the business and the need for them to remain professional. The young staff should inquire
for help when an angry and unruly customer delivers he complains. The fit and fab gym should
be taught on the win-win approach when dealing with the customers. They should satisfy the
customer, and this will help the business to retain the same customer. The young, inexperienced
staff should work together with the experienced staff to ensure that the customers are fully
satisfied.
Personalized survey to measure customer satisfaction
Quality customer service is vital to ensuring the success of the business as it enhances
retention and attraction of
the new customers (Chen et
al. 2015). The business
should regularly conduct
customer satisfaction
survey to ensure that their
efforts are bearing fruits to
enhance expansion of the
business. The fit and fab
gym should perform the
following to measure
customer satisfaction.

CASE STUDY 4
Firstly, create a survey that questions about the customer experience at the gym. Questions
should ask about the staff attitudes and the service given as well as the courtesy and efficiency of
the service delivered. The survey questions should also enhance the standard which generally
ranges from 1-5 where the customer service is measured in scale. The survey questions should be
simple and not complicated to improve effectiveness, and they should be administered using hard
copies.
The procedure of reception/customer contact staff over the phone and face to face
Excellent customer service can make or break the business, and this is one of the
elements of success of a company. Quality customer care requires one being keen on developing
the operations and procedures in which all employees should be aware of what is expected. Fit
and fab gym customer service can follow the following methods to ensure both face-to-face and
calls to customers enhance quality customer care. Firstly the staff should know the customers,
and they should ask for their details even when it is through the phone to improve good service.
Secondly, one should approach the customers in a positive attitude can be enhanced by
creating a rapport which is positive. Quality customer care service is to start a call positively and
enthusiastically. When the customer is on face-to-face interaction, the staff should not be angry
even if the customer loses his tempers. Also if the customer is irate or unruly, the customer
service staff should maintain professionalism. Thirdly one should speak plainly when the client
calls and avoid using complicated terms but rather use general terms when dealing with the
customer and emphasize with a customer and avoid arguing. If the customer wants managerial
support, they should be directed. Fourth consistency should be enhanced to facilitate the
continuous and smooth flow of information from the staff to the customers. Finally, patience and

CASE STUDY 5
meeting the needs of the customers are two aspects that ought to be considered. The two
elements go a long way in making sure that the quality of the services offered to the customers is
not compromised.
Key points to cover in the training session.
Business should train their employees on the ways of handling customers as a way of
making a business successful. The fit and fab gym should consider the following key areas when
training the employees. Firstly is making them aware of the type of customers they are likely to
encounter which include face-to-face or phone contact. There is need to enhance professionalism
when dealing with all kinds of customers. Secondly, they should be a definition of customer's
desires, wants, and expectation. Fit and fab is an established gym, and its customers need to be
treated friendly and with courtesy. Finally, create ways of dealing with customers as a critical
issue and ways of handling customer's complaints.
Considerations to ensure legislative requirements are met.
Legislative requirements are legal formalities that should be adhered to ensure a smooth
running of the business. Fit and fab is a well-established gym which requires the following
statutory requirement to ensure its success. Firstly it requires obtaining a business license to run
the gym business. This can be attained from the legal authorities. Secondly, the fit band fab gym
should adhere to the payment of taxes. The gym should ensure that it meets the legal
requirements by paying the taxes as it bears it. Finally, the business should register its business
name by contacting the authorities concerned in the area.

CASE STUDY 6
References
Chen, Z., Zhu, J. and Zhou, M. (2015. How does a servant leader fuel the service fire? A
multilevel model of servant leadership, individual self-identity, group competition
climate, and customer service performance. Journal of Applied Psychology, 100(2),
p.511.
Korschun, D., Bhattacharya, C.B. and Swain, S.D. (2016). CSR and the frontline context: How
social programs improve customer service. GfK Marketing Intelligence Review, 8(1),
pp.24-29.