Customer Care, Health + Safety

Question 1

state 3 benefits of good customer care

Answer 1

1. customer loyalty - repeat business
2. increased sales and profit
3. fewer complaints
4. positive working environment
5. reduced staff turnover and absenteeism
6. improved employee relationships
7. increased opportunities to up sell

Question 2

when dealing with customer complaints, as the gym instructor, you should do the following:

Answer 2

1. listen without interrupting
2. take ownership of the complaint
3. remain calm and never enter into an argument
4. follow normal operating procedure (NOP) or dealing with complaints
5. ensure customer is appeased before they leave
6. inform relevant staff about problem
7. follow-up with the client with a progress update

Question 3

health and safety at work act 1974:

Answer 3

employers must ensure that the health, safety and welfare of employees are protected as far as reasonably practicable

Question 4

the general requirements of the health and safety at work act 1974 are:

Answer 4

1. the workspace is safe
2. there are safe systems of work
3. there is a provision of information, instruction, training and supervision needed to ensure safety

Question 5

management of health and safety at work act 1999:

Answer 5

1. reinforces H+S at work act 1974
2. identification of risks and hazards
3. ways to minimise risks and hazards (NOP’s and EAP’s)

Question 6

state what it is meant by the key term - risk

Answer 6

possibility of suffering injury, harm, loss or danger

Question 7

state what it is meant by the key term - hazard

Answer 7

source of danger with the possibility of incurring injury/harm

Question 8

state what it is meant by the key term - normal operating procedure (NOP)

Answer 8

normal day to day operations. eg - equipment checks

Question 9

state what it is meant by the key term - emergency action plan (EAP)

Answer 9

plans for times of emergency. eg - evacuation

Question 10

state the 5 steps of a risk assessment

Answer 10

1. identify hazards
2. decide who may be harmed, and how
3. evaluate the risks and decide on the precautions
4. record your findings and implement them
5. review your assessment and update if necessary

Question 11

maintaining the safety of gym equipment can be attained by:

Answer 11

1. observing members exercise technique
2. checking tidiness of the gym floor (especially in the free weights areas)
3. equipment checks
4. cleaning (NOP for each area)
5. handover at the end of shifts