Strategies for Delivering and Monitoring Gym Customer Service

This report provides a comprehensive analysis of customer service within a gym environment. It begins by identifying critical areas for success, such as timeliness, dependability, attitude, and ownership. A customer survey form is presented to assess satisfaction levels and gather feedback. The report outlines expectations for customer contact staff, emphasizing courtesy, professionalism, and problem-solving skills. Key factors covered in staff training sessions, including emergency procedures and machine operation, are also detailed. Finally, the report addresses legislative requirements related to safety and health, emphasizing the importance of instructor guidance and equipment maintenance. The conclusion summarizes the key findings and the importance of customer satisfaction for business success.

DELIVER AND
MONITOR A SERVICE
TO CUSTOMER

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK1 ............................................................................................................................................3
Critical areas of customer services to the success of gym..........................................................3
TASK2.............................................................................................................................................4
Customer survey form.................................................................................................................4
TASK3.............................................................................................................................................5
Outline of the expectation of customer contact staff dealing with customers............................5
TASK4.............................................................................................................................................5
Key factors covered in the training session................................................................................5
TASK5.............................................................................................................................................6
Consideration covered to meet the legislative requirements......................................................6
CONCLUSION...............................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Customer is the most and the prior part of any of the business. Every organisation of
different industry according to their products and the services have to deliver them to the
customers in the best and effective manner. The customers satisfaction is must, they have to
provide all the services with the features and qualities that the demand and wants (Tax,
McCutcheon and Wilkinson., 2013).
To run a gym, it is very necessary for the firm to provide all the equipments and the
related services that can availed properly and effectively by the customers. The services that has
been delivered to the customers must be monitored by the management to run the business
effectively.
TASK1
Critical areas of customer services to the success of gym.
There are various factors that has to be considered by Fit and Fab to sustain and retain the
customers and also to attract the new customers of the market (Holmström, Brax and Ala-Risku.,
2010). The gym if wants to be successful in the competitive market it is very necessary for it to
fulfil the expectation and the wants that the customers wills from a gym.
There are some of the critical customer service factors that the gym has to follow to run
the business successfully, they are as follow-
1. Timeliness- The services that is providing to the customer by the Fit and Fab gym have
to be on time. What so ever the problems are faced by the customers has to be considered
and prioritised and the actions has to be taken on time.
2. Dependability- The gym has to do all the promised things related to the services and the
other activities of the gym ( Chan and Wan., 2012). Do not wait for the customer's follow
ups the actions and the responsibilities that lies upon the part of the gym's management,
they have to do them.
3. Attitude- The behaviour of the management team and the customer contact team if is
very courteous and polite to them then, definitely the customer's will also feel better and
satisfied.
4. Ownership- The customer contact team has to own the situation of the gym if any occurs
and create an issue to the customers.

TASK2
Customer survey form
As to know about the gym's performances and the facilities are feasible for the customer's or not
a one on one survey study can be carried out by the research team of Fit and Fab gym
(Schumann, Wünderlich and Wangenheim., 2012). The questions can be as follows-
Name-
Age-
Gender-
1. Are the timings convenient for you?
 Yes
 No
If no, please explain_____________________________________________.
2. Are you satisfied with the cleanliness of the gym?
 Yes
 No
If no, please explain______________________________________________.
3. Do you find the staffs of the gym are courteous and friendly?
 Yes
 No
If no, please explain_______________________________________________.
4. Do you think the gym instructors and the staffs are knowledgable?
 Yes
 No
If no, please explain________________________________________________.
5. How many stars would you like to give as a ratings for Fit and Fab gym?
 0-2
 2-3
 3-5
6. Any suggestions for the gym?
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

TASK3
Outline of the expectation of customer contact staff dealing with customers.
The staffs working in the gym must have several roles, responsibilities and duties
towards the customers and the business. To provide the services to the clients in the effective
manner the staff has to be qualified enough to tackle the situations that the customers faces
(Woodside and McClam., 2016). The management and the customers expect certain things from
the customer contact staffs, such as-
 While on phone calls the staff must be very much courteous and should respect the words
of the customers.
 The phone calls has to be answered and placed professionally.
 The calls has to be responded within the same working day.
 Knowledge must be there related to the services of the gym
 Waiting time of the customers must be managed.
 Try to solve the hurdles and the problems of the customers. Efforts should be done.
TASK4
Key factors covered in the training session
As to run a business that provides services to the customers is itself a challenge. It is very
must for the gym to hire the staffs with the required knowledge and skills, if they lack the
trainings has to be provided to them. The several aspects that has to be covered in the training
session of the gym staffs are-
 Location of emergency supplies- The training is given related to the first aid places and
the use of it in the case of emergency (Dasu and Chase., 2010).
 Emergency protocols- The situation of fire and the natural calamities how to handle such
factors are trained to the staffs.
 Operate machines- The staffs are trained to operates the machineries that is to be used in
the gym.
 The cleaning stuffs- The cleaning stuffs that the customers need after their session gets
over has to be known by every individual staff working in the gym.

TASK5
Consideration covered to meet the legislative requirements
The management team and the staffs of the gym has to be very patiently handle the
things and the operations of the gym. This will help the gym to meet all the requirements of the
legislation. The law provides certain rights to the customers of the society so that they can be
able to avail the services and the products in the effective manner and can be able to attain the
benefits properly (Wills and Halligan., 2013). The safety and the health related laws are also
made that the firm has to consider. All the required tools and the equipments must be in good
manner which will not harm the customers. Safety precautions should also be followed by the
staffs of the gym.
The health and safety is very important of the customers as in the gym various types of
machineries and equipments are used, they have to be handled very carefully. Instructor should
always be with the customers to guide this will help in meeting the drawn laws.
CONCLUSION
In this assignment study we have concluded about the various critical aspects of the
success in the gym's operations. To understand the actual performance of the staffs of the gym a
survey per forma has be made. It will also help the management to know the customer's
satisfaction level. To carry out the training several important aspects has been introduced and
discussed in this report. To meet the requirements of the legislative laws certain considerations
has been concluded here.

REFERENCES
Books and Journals
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of service quality. In Handbook of service science (pp. 197-218). Springer US.
Chan, K.W. and Wan, E.W., 2012. How can stressed employees deliver better customer service?
The underlying self-regulation depletion mechanism. Journal of Marketing. 76(1).
pp.119-137.
Dasu, S. and Chase, R.B., 2010. Designing the soft side of customer service. MIT Sloan
Management Review. 52(1). p.33.
Holmström, J., Brax, S. and Ala-Risku, T., 2010. Comparing provider-customer constellations of
visibility-based service. Journal of Service Management. 21(5). pp.675-692.
Ngo, L.V. and O'Cass, A., 2013. Innovation and business success: The mediating role of
customer participation. Journal of Business Research. 66(8). pp.1134-1142.
Schumann, J.H., Wünderlich, N.V. and Wangenheim, F., 2012. Technology mediation in service
delivery: A new typology and an agenda for managers and academics. Technovation.
32(2). pp.133-143.
Tax, S.S., McCutcheon, D. and Wilkinson, I.F., 2013. The service delivery network (SDN) a
customer-centric perspective of the customer journey. Journal of Service Research.
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Wills, J. and Halligan, J., 2013. The Centrelink experiment: innovation in service delivery (p.
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Woodside, M.R. and McClam, T., 2016. Generalist case management: A method of human
service delivery. Cengage Learning.
Online
Seven Critical Success Factors to Exceptional Customer Service. 2017. [Online] available
through: <http://www.billhogg.ca/2015/10/seven-critical-success-factors-to-exceptional-
customer-service/>. [Accessed on 8th May 2017].