In this weeks lecture we discussed the methods of evaluation used in customer service in the health and fitness industry. In addition we looked at how customer service is measure through initiatives such as customer satisfaction surveys, focus groups, observations and customer feedback.
Customer expectations have been adapting quickly as technology advances and organisations will be faced with new challenges daily. Regardless of the size of the health and fitness organisation, sharing knowledge effectively and keeping all staff informed are key to good customer service delivery.
Organisations must create important documentation when training employees on customer service skills that is circulated throughout all departments on a regular basis. Staff within the organisation need to be available at all times to be able to deal with any queries or problems that may arise and try and avoid leaving customers ‘hanging on’ for answers or resolutions.