Reference no: EM132969015

You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre.

You have two new customer service staff members starting next week, and you are going to take part of their induction training.

Your task is to provide the new customer service staff with an overview of how to address client needs in your organisation.

You will need to include:

a) The relevant policies and procedures and why they are used

b) The legislation relevant to customer service and how it must be addressed

c) How you identify client needs and expectations

d) What services you offer (you can make these up)

e) How to keep up to date with the knowledge of client services that you offer

f) The customer feedback and complaints procedures

g) Some general tips on building rapport and good communication

h) Why it is important to be able to meet client needs and expectations

i) Why you should keep up to date with what your competitors are doing

j) An example of how to recommend an alternative service when one cannot be met

k) An example of how to negotiate with a customer to reach agreement

l) Examples of some of the promotions you offer (you will need to make these up)

Facilities you have:

• Group fitness studio
• 25m heated indoor pool
• Fully equipped gym