ACN10-Case Study (1) SALAH.docx - ACN10 Address client...

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ACN10 Address client needs Case Study v1.1 (2017/08/28) ACN10 Address client needs Name Salah Akkaoui Email address [email protected] Assessment © 2017 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969 Warning - This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act). The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act. All rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice. Case Study Read through the following case study. You should reflect on your learning and your own research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. You have two new customer service staff members starting next week, and you are going to take part of their induction training. Your task is to provide the new customer service staff with an overview of how to address client needs in your organisation. You will need to include: a) The relevant policies and procedures and why they are used b) The legislation relevant to customer service and how it must be addressed c) How you identify client needs and expectations d) What services you offer (you can make these up) e) How to keep up to date with the knowledge of client services that you offer f) The customer feedback and complaints procedures g) Some general tips on building rapport and good communication h) Why it is important to be able to meet client needs and expectations i) Why you should keep up to date with what your competitors are doing j) An example of how to recommend an alternative service when one cannot be met k) An example of how to negotiate with a customer to reach agreement l) Examples of some of the promotions you offer (you will need to make these up) Facilities you have: 1
ACN10 Address client needs Case Study v1.1 (2017/08/28) Group fitness studio 25m heated indoor pool Fully equipped gym Hello, my name is Salah and I am the Customer Service Team Leader here at the Feel GR8 Health and Fitness centre and welcome to your new position! We will be running through some important information that you will need to understand prior to commencing next week. Firstly, we will be covering the relevant policies and procedures and why they are in place. Policies and procedures structure how and why things are done. These polices and procedures enable ethical and non-discriminatory treatment of client requests and resolution of complaints. These include: Communication Protocols : which describe the steps for a consistent process for communicating at

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