Providing a positive customer experience in the exercise environment (M/616/7824)
Direct mail survey
Face-to-face (just ask!)
Once feedback has been gathered it is important to really listen to the feedback and be clear about what is being said. It may be that further confirmation is needed to understand the ‘bigger picture’. It is essential to record and process customer feedback in line with the organisation’s procedures. Always thank customers for giving feedback and offer solutions where possible and if not explain why a solution is not possible. Customers should always feel that any feedback is valuable to the organisation and that their views will be listened to and acted upon. Ideally, customers should always receive a personal reply to their comments or feedback. Feedback should be addressed in every instance and shared with the relevant staff and other customers (if appropriate). Feedback can be used when training staff to standardise and improve customer service standards.
Providing a positive customer experience in the exercise environment | Manual | Version 1.0 © YMCA Awards 2018 15
Sample - Level 2 Certificate in Gym Instructing