In this weeks lectures we have discussed the effectiveness of dealing with customer needs such as customer care, special incentives, appropriate marketing and promotion and dealing with complaints. Many facilities will offer incentives to their staff to try and encourage people to join including bonuses and prizes.
Customers expect good quality and a good experience when they visit a health and fitness facility and as such organisations spend a lot of time on quality, competition and customers. Organisations will use marketing and promotion through a variety of strategies including social media to engage their target audience and encourage people to join their facilities and take part in physical activity.
Customer complaints can be resolved into a positive experience by the customer, however organisations will have training procedures in place to limit complaints and aim for high levels of customer satisfaction.
There are two parts to this weeks seminar task. In the first task you are to produce a vibrant poster that can be used as a marketing tool on social media to promote the special incentives for joining a health and fitness facility of your choice. For example your poster could promote a special 12 month membership offer, family or student offers or discounted personal training when a member joins in a certain month.
In the second part of this weeks task you are a manager of a health and fitness facility and you have been asked by the company's CEO to devise a plan to reduce the number of complaints that are being received. You are to pick one channel of communication for example feedback forms, weekly forums or questionnaires and devise a form or letter that can be handed out to customers in order to gain feedback on how your facility could improve.
Please submit both tasks on the turnitin link on week 8 of the module.