meeting the needs of customers in the fitness sector Flashcards
defining customer service
no right or wrong definition
highly dependent on the feelings, emotions, expectations and previous buying history
OED = the assistance and advice provided by a company to those who buy or use its products and services
Customer expectations
will at least expect: service they are paying for treated courteously and with respect feel welcomed and valued interact with professional staff who are experts in their field
ways to exceed expectations
under promising but over delivering on quality of service
keeping goals smaller and more achievable - clients significantly exceed their original goals
providing clients with merch as a reward like towels, water bottles etc
showing genuine interest in their life and progress, remembering key info and making time for the client outside of planned sessions
Mission statements
concise summary that outlines organisation's commitment to a particular goal or objective defines what the organisation does outlines business objectives inclusive of multiple types of customer stands out from competitors
communicating with customers
words form 7% of how effective our communication is with others
tonality is 38%
and body language is 55%
congruency, rapport and active and effective listening , passive listening, paraphrasing (active listening), objectivity, modelling (subtle copying)
open and closed questions
open = when what how why
closed = can will do
barriers to effective communication
limited vocab
poor listening skills
lack of eye contact
preconceived ideas about clients and their circumstances
making assumptions about clients
lack of empathy
unfriendly and intimidating body language
how to combat potential communication barriers
motivation and enthusiasm praise and encouragement questioning monitor clients listening paraphrasing
Business practices
profit and loss
calculating tax and national insurance
public liability insurance
music license fees
