Fitness Instructor Duties Flashcards
Duties of an Exercise and Fitness Instructor (EFI)
- Plan and instruct safe and effective classes
- Evaluate clients and prescribe a safe and
effective programmes - Gym supervision
- Maintain safety and hygiene standards
- Gym reception
Administrative Duties
- General record-keeping
- Programme cards
- Assessment recording
- Class bookings/records
- Screening forms
- Accident reports
Attributes of a Professional EFI
- Personal appearance
- Punctuality
- Welcoming/approachable
- Appears competent and confident
- Prepared/well organised
- Clarity of instruction and voice
- Good posture
- Perfect technique
- Up-to-date
Objectives of Communication
- To be received (heard/read)
- To be understood
- To be accepted
- To get action (change of behaviour or attitude)
Basic Speaking Skills
- Clarity
- Accuracy
- Empathy
- Sincerity
- Relaxation
- Eye contact
- Appearance
- Posture
Marketing
“Marketing is the management process responsible for identifying, anticipating, and fulfilling customer requirements … profitability.”
Services
Any act or performance that one party can offer to another that is essentially intangible.
Characteristics of services
- Intangibility: Can’t be seen. smelled, tasted or heard before purchase
- Inseparability: Cannot be separated from providers
- Variability: Quality depends on who provides, when where and how
- Perishability: Cannot be stored for later sale or use
Tips for good marketing
- identify customer requirements
- satisfy customer requirements
- develop customer loyalty
- encourage repeat interactions
- make a profit (or achieve a defined objective)
Bad marketing results in:
- Stagnating business
- Jobs prospects perishing
- Jobs disappear
Components of Services Marketing (7 Ps)
- Product
- Price
- Place
- Promotion
- People
- Process
- Physical Environment
Components of customer care
- Service quality
- Customer service
- Product quality
- After-sales service
Benefits of customer retention
- Satisfied customers stay loyal for longer.
- More likely to buy more and avail of new products.
- Will talk favourably about the provider.
- Are less sensitive to price
- May suggest ways of improving your service
- Cost less – less administrative work
Factors that influence quality of service
Reliability
Responsiveness
Assurance
Empathy
Tangibles
Guidelines for complaint handling
Act fast – Admit mistakes
Show you understand problem from customers point of
view
Don’t argue with customer – acknowledge their feelings
Give customer benefit of the doubt
Clarify steps needed to solve problem
Keep customer informed of progress
Consider compensation
Regain customer goodwill
