Customer Service Impact on Gym Success: Detailed Report

This report delves into the crucial areas of customer service that contribute to the success of a gym, focusing on customer retention and attracting new members. It emphasizes the importance of analyzing the target market to tailor programs and services to the community's needs, such as offering senior-friendly classes or providing childcare facilities. The report also highlights the significance of designing the gym's layout and equipment selection to enhance user experience and create a welcoming environment. Investing in locker room facilities to ensure customer safety and comfort is another key aspect discussed. Furthermore, the report stresses the importance of creating a social environment to foster a sense of community among gym members. It includes personalized survey forms, expectations for reception and customer contact staff, and customer service procedure guidelines. Training sessions for staff are outlined, focusing on developing protocols for addressing customer complaints, documenting issues, and providing resolutions. The report also addresses legislative compliance during training, particularly in work health and safety, including fire and emergency training and the use of personal protective equipment. Desklib offers a variety of resources, including past papers and solved assignments, to further assist students in understanding business development strategies.

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

actively. They must try to provide a
solution and readily ask the customer
if the solution was satisfactory.
Prior to ending the call, it should be
asked if any further assistance is
required.
The call should be ended by thanking
the customer for their custom.
Face to face All staff who converse with
customers face to face must be
properly dressed in the uniform or
formal attire. It is better to have
name tags on so that the customers
will be able to communicate with the
staff easily.
Always a courteous disposition must
be shown to all customers. It should
be made sure the staff speaks clearly
and evenly.

While the customers comes into the
centre for the first time, care should
be taken to greet them properly, and
help them to get to know the place
better.
While dealing with the complaints
and difficult, the staff needs to
display empathetic behaviour. They
should actively listen to the
customer, and try to provide a
solution and ask the customer if the
solution was satisfactory. If a
satisfactory solution cannot be met
the complaint must escalate up to the
manager.
Key points that you will cover in your training session
Training service needs to be provided so that it can be helpful in training the staff who deal
with the customer services. The training services might involve the following agendas:

Development of a protocol in order to address the common complaints of the customers. It
should involve outline of the procedures to record the problems and resolve them. A series of
resolutions might be provided complying with the terms of the company.
The copies of the protocols needs to be provided to the members of customer service. This
should be followed by a training where they will be made to learn how to document and log
the calls related to complaints especially along with the emails and the face to face
complaints.
The protocol needs to involve the procedure of thanking the customer, in case of any
inconvenience apologizing to the customer and taking down detailed information that is
related to customer.
The training sessions might include role playing exercises where the staff might start working
with their supervisors. During the session, meetings need to be held to discuss the complaints
and the problems of the customers. Focus needs to be provided on the resolving these issues
and the staff should be suggested with ways to handle such situations.
Legislative compliance during training
As an employer, it is required to ensure that the staffs are trained in a manner that is legally
obliged. In order to do so, training on work health and safety must be provided. This might
include the fire and emergency training, training on personal protective equipment and
certain industry specific training.