Customer Care in the Sport Industry seminar two

In this weeks lecture we identified that to provide excellent customer service, organisations need to understand the requirements of their customers. We also discussed how improved customer satisfaction is achieved through catering for the differing needs of each individual customer type and being aware of their expectations and perceptions.

Customers have some common needs, such as politeness, courtesy, empathy, knowledge. It is also important to recognise the importance of both external and internal customers because both contribute to the customer service of an organisation:

The internal customer- these are the people who work throughout an organisation.

The external customer- are the customers that organisations do business with outside an organisation.

For the first part of this weeks seminar you are to provide a discussion in no more than 500 words as to how a health and fitness organisation can cater for the differing needs of customers. In this discussion you are to think about the internal and external customer and how excellent customer service can be achieved.

For the second part of this weeks seminar you are to compile a checklist that can be used to circulate to all employees of a health and fitness club to ensure that they are providing excellent customer service to members. For example, point one could be to smile and say hello to all members. In your checklist you must think about the common needs such as politeness, courtesy, empathy and knowledge and how this will be achieved.

You must consider the 8 stages of customer satisfaction curve in this task and through your checklist discuss how you will meet customers expectations of good customer service.

Please ensure that you upload your answers to the turnitin link in week 2 of the module learnzone page.


Created with images by roland - "committed to excellence and customer satisfaction - 030620091716" • USAG-Humphreys - "Aerobithon - U.S. Army Garrison Humphreys, South Korea - 19 May 2012" • expertinfantry - "100413-A-7377C-012" • JBLM MWR Marketing - "Strong B.A.N.D.S. ZUMBA" • Kecko - "Customer satisfaction survey"

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