BSBCUS301: Developing a Customer Service Plan for Fit and Fab Gym

This case study examines the importance of customer service at Fit and Fab Gym, a well-established fitness center facing customer complaints. The report highlights the critical role of quality customer service in retaining members and maintaining a positive reputation. It includes a survey designed to gauge customer satisfaction with various aspects of the gym, such as facilities, cleanliness, staff friendliness, and cost. The report also outlines procedures for face-to-face and phone customer service, emphasizing the need for positive communication and problem resolution. Key points for staff training sessions are discussed, focusing on empowering teams, apologizing for errors, measuring satisfaction, and exceeding basic expectations. Furthermore, the report addresses legislative requirements, including client confidentiality, truthful advertising, and ethical sales practices. The conclusion emphasizes the necessity of professional training, legal compliance, and quality equipment for achieving success in the gym industry. The document also includes references to support the information and recommendations provided. Desklib is a platform where students can find similar solved assignments and study tools.

Importance of Customer Service

GYM 1
Contents
Introduction...........................................................................................................................................2
Maintain customer Service to retain customers.....................................................................................2
Survey...................................................................................................................................................3
Face to Face customer service...............................................................................................................5
Phone Customer service........................................................................................................................5
Key points to cover training session......................................................................................................6
Legislative Requirement........................................................................................................................7
Conclusion.............................................................................................................................................7
References.............................................................................................................................................8

GYM 2
Introduction
Fitness is important for every individual, it keeps human body fit and healthy. To remain fit
the people join gyms and for gyms retention of customers is very essential and for that the
owner/ manager of gym needs to provide best service to their clients. To provide the best
service they need to hire a good and experienced staff who can take responsibility for
providing service to their customers and best quality gym equipment’s. This report contains
the main reason why gym needs to provide best service, also include survey to know desired
level of service, Face to Face and on phone customer service, key point to discussed during
training and legislative Requirement.
Maintain customer Service to retain customers
The member of gym always want few basic facilities and centre of quality control will be, all
the gym equipment’s are harmless, clean and working appropriately. The staff should offer
wipes and hand sanitizer to members to clean the handles before or after use of equipment’s.
The trainer or other staff members should create a service calendar with the help of which
they come to know which machine service date is arrived and make sure that each part of
machine will get serviced (Peter, 2018).
Give new clients or visitors or members a decent first impression by keeping locker rooms
and waiting area safe and clean. Create a cleaning checklist that each member of staff must
follow, sign and date as part of their closing duties.
Keep the staff updated by offering pay for new certification and training courses, or gym can
make rule that they will hire only certified professionals. The owner or manager should brief
the new staff about its membership, classes timing, and product and services details. Conduct

GYM 3
group meetings to deliver new information and to make sure that employee is on the same
path when it comes to nutrition and health fitness (Current 360, 2017).
Survey
Which of our Facilities/Service do you use at Fit and Fab?
 Gym
 Personal Training Sessions
 Fitness Classes
 Body Building
How often do you use the Fit and Fab centre?
 Less than week
 Once a week
 Twice a week
 More than two week
I visit the Gym to
 Loss Weight
 To keep fit and healthy
 Have fun, meet people
 Enhance Sports Performance
How satisfied are you with space/size of the gym floor?
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
How satisfied are you with Availability of machine/weights?

GYM 4
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
How satisfied are you with changing room?
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
How satisfied are you with cleanliness and hygiene?
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
How satisfied are you with Staff friendliness?
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
How satisfied are with you opening and closing timing?
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
How satisfied are you with Cost?

GYM 5
 Very Satisfied
 Satisfied
 Just Ok
 Disappointing
What other Facilities/Service would add most value to your experience at Fit and Fab
Face to Face customer service
Procedure to flow by Receptionist/customer contact staff when dealing with customer face to
face:
 Greet the customers as they walk through the door and ask them “how you can help
them”.
 If customer has to wait the receptionist should greet the client and let him/her known
how long they have to wait.
 Checking of members will also be helpful. The receptionist can ask them if they like
the gym or they are facing any problem.
 In case any customer asks them a tricky question, to answer them the receptionist
should have full knowledge of gym (Pay, 2015).
Phone Customer service
Procedure to flow by Receptionist/customer contact staff when dealing with customer on
phone:
 Receptionist should adopt positive tone
 Clear Enunciation
 Be sincere
 Use their Name

GYM 6
 Leave the customer satisfied (Zendesk, 2015)
Key points to cover training session
Retention of members in the gym is the primary concern of almost every gym. It is a very
complex task. Investing in customer services will boost gym membership and retain its
existing members. To retain the customers the Customer service professionals need to
conduct training and development program. Key points to be cover during training are:
1. Empower team to face their issues on their own: Customer service becomes well
when the team will handle their issues on their own, rather than calling their manager
or owner.
2. Apologize when things go wrong- The people value honesty and transparency and if
something wrong happens to the client and gym staff is in default position, the owner
or manager should teach the staff members that instead of being rude and just say
sorry and resolve the matter there only.
3. Measure the Satisfaction within Gym industry- If the staff or manager will not ask
the members whether they are happy with the service or not, they can’t get an actual
position of customer satisfaction level. So it is important to ask the customers and if
any problem arises, they need to solve it.
4. Look for ways to Go Beyond the Basics- Maintain a great service is the foundation
of the gym but there are always ways to go beyond the basics to truly delight the
members e.g. make members feel special, practice active listening (Zenplanner,
2018).

GYM 7
Legislative Requirement
Fitness Australia was formed by the fitness industry to govern the fitness industry. The AOA
of Fitness Australia legally binds the fitness centres to follow the guideline and rules
designed by the administration few are:
 Client Confidentiality: Privacy Act 1988 includes requirements about confidentiality
of client’s information. The gyms are not allowed to provide personal and confidential
details to others.
 Being truthful- Unfair sales practices and false or misleading advertisement can result
in a poor image the Fair Trading Act 1987 has described some boundaries in this area.
The gyms are not has right to mislead their customers by false presentation or
advertisement.
 Ethical sales: A supplier can gain unfair competitive advantage by misrepresenting
their qualification or be endorsed by an organisation the code of practice rules out this
type of practice. The gyms need to follow the path of ethics and need to provide best
service to their clients (Janis, 2014).
Conclusion
To conclude, to provide good service a proper training is required. Fit and Fab gym need to
provide a complete and professional training to their staff and also need to fulfil all legal
requirements to maintain a good and healthy atmosphere in the gym. Good service and
quality equipment is a key to success.

GYM 8
References
Zenplanner. (2018) Exceptional Customer Service: A Simple Investment to Boost
Retention. Retrieved from https://zenplanner.com/customer-service-and-retention-for-your-
fitness-business/.
Peter, P.S. (2018) Maintain customer Service to retain customers. Available from
https://uhurunetwork.com/gym-member-retention-customer-service/ Accessed on 18-06-
2018.
Current 360, (2017) SIX STRATEGIES FOR ATTRACTING NEW GYM MEMBERS AND
KEEPING THEM. Available from https://current360.com/gym-members-get-them-keep-
them/ Accessed on 18-06-2018.
Pay, S. (2015) 10 Face-to-Face Customer Service Essentials. Available from
https://www.business2community.com/brandviews/spark-pay/10-face-to-face-customer-
service-essentials-01326882Accessed on 18-06-2018.
Zendesk, (2015) How to interact with customers on the phone. Available from
https://relate.zendesk.com/education/support-customers-phone/ Accessed on 18-06-2018.
Trainingtoday, (2018) How to Conduct an Effective Training Session. Available from
http://trainingtoday.blr.com/article/how-to-conduct-an-effective-training-session/ Accessed
on 18-06-2018.
Janis, (2014) Fitness Industry Regulation. Available from https://fitness.org.au/articles/latest-
industry-news/fitness-industry-regulation/45/464/184 Accessed on 18-06-2018.

GYM 9