Procedures for dealing with customers in sport and leisure facilities

Procedures for dealing with customers in sport and leisure facilities

Initial Interaction with Customers

  • The first impression can have a strong impact on the overall perception of the facility, making the initial interaction with customers of utmost importance.
  • Staff must offer a warm welcome, directly acknowledge the customers by making eye contact and smiling.
  • The use of appropriate verbal and non-verbal communication is significant, as this includes tone of voice, body language and facial expressions.

Customer Enquiries and Directing Customers

  • Staff should be able to handle customer enquiries quickly and efficiently, offering accurate and up-to-date information.
  • They should know the facility layout, important areas and rooms, in order to direct customers around the site.
  • In case the staff member does not have the required information, they should refer the customer to a colleague or promise to find out the information and get back to them in a specified time.

Providing Excellent Customer Service

  • Staff need to always demonstrate high standards of professionalism, treating all customers with respect and courtesy.
  • Concerning the services and facilities offered, the customer’s needs should be anticipated and proactive measures taken to meet them.
  • Staff should be polite and responsive, keeping a positive attitude even when customers may be irate or difficult.

Handling Complaints and Incidents

  • Staff need to be equipped with the right skills to handle any complaints or incidents effectively.
  • This mainly involves listening carefully to the customer, acknowledging their concern, offering an apology where necessary, and finding a solution as quickly as possible.
  • It’s essential that all complaints, accidents or incidents are recorded accurately according to the facility’s regulations.

Maintaining Customer Satisfaction

  • Following up with customers to ensure their satisfaction is crucial to maintain continuous customer service excellence.
  • Recognition of regular customers and personalising the service helps in building a relationship with them, thereby encouraging their loyalty.
  • Regular monitoring and feedback collection allow for continual improvement and adjustments to better serve the customers.

Customer Service – Diverse Needs

  • Providing excellent customer service also involves understanding and catering to the diverse needs of different customers.
  • For example, extra care should be taken to provide a comfortable and safe environment for elderly members or those with disabilities, and families may need facilities like baby changing rooms.
  • Staff should receive equality and diversity training to better engage with all kinds of customers.