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10 Cards in this Set
- Front
- Back
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customer service plan |
examines customers perceptions/expectations of a company -guides company through process of bringing its customer service activities in line with the customers needs |
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5 steps of customer service plan |
-interview customers with company and competitors -create analysis on current operations -create table that lists important customer service factors and rate performance -make list of strategies to bring operations in line with customer needs -implement strategies and constantly evaluate |
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care for yourself |
-practice what you preach -prevent injuries -self management skills -continue education -establish goals |
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care for client |
-LISTEN -lifestyle advice -prevent injuries -stick to what you know -use other professionals |
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factors of credibility |
-Education, Positioning, Technique Factors, Communication, Know your Client! -knowledge limits -professional fear -influence of others -TRUST is ultimate goal!! |
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effective forms of communication for credibility |
praise them, contact often, count loud, short cues, corrections positive, feedback!!! |
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trainer and client stages in relationship |
relationship --> rapport --> training --> trust |
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8 general rules of customer service |
answer your phone don't make promises LISTEN deal with complaints be helpful train staff to be helpful/knowledgeable take extra step throw in something extra |
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guidelines for customer service in fitness industry |
LISTEN goals of client programs go to great lengths WOW experiences |
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following up |
NEED TO DO -ask for feedback OFTEN -personalize emails, provide opinions, 1-2 things they did well -people will give more straight answers through email than face to face |
