Brief purpose statement Customer service manual

Bounce Fitness expects that all employees deal with our customers. No matter their position,
every employee influences the customer. This customer service manual was written to supporting in
customer service. Staff is reminded to be friendly and courteous in the Centres, conducting training in
off-site venues and in daily interactions

1, Customer behavior:
Monitoring and be active listening

Staff employees must be able to monitor their emotional reaction and then react by reflecting
your customer's ideas and emotions as well as any mental procedures they encounter during client
communication. For instance, employees need to be prepared to work with clients.

2, Customer needs research methods

Interviewing and survey

Start with the information for which you do not have to pay collective information stakeholders
have. Begin with teams of sales and support. They understand the client and the product. They often
have a list of demands for features, bug reports, and improvements— directly from the mouth of the
customer. Combine these to produce a requirements preliminary list. Then you have to try use the three
types of questions: Open-Ended, Closed-Ended and Strategic. Open-Ended questions can provide a lot of
information to gather the information as much as you can but not too disturbing them.

3, Customer relations
Connection and show appreciation

There are more ways to start discussions with your clients with technology than ever before.
There are many internet instruments and social media outlets that you can use to reach clients. Build
relationships with customers through your internet presence. You can distribute reward cards or use a
loyalty program app to monitor client rewards to show your appreciation for their loyalty to our
business.

4, Ongoing product and/or service quality

Offer support

It just listens to them even more, sometimes it implies exchanging for a fresh one a faulty item.
Support should not, however, If you really listened to what they had to say, you should be able to suggest
a few methods of supporting them-or even better but bear in mind that assistance implies providing
something to the client in reaction to their complaint.
5, Problem identification and resolution strategies
Define the problem

You may find a client who has a hard time explaining what's wrong. Clearly the issue is
recognized. If you can't define the issue, you can ask questions such as: ' When did you start the issue?
‘Has this been the case before? ‘You should be able to describe the issue once you get more data and
further help the client.

Generate ideas & select the best solution

Once the hard work has been completed to define the problem and determine its causes. Using
a straightforward matrix, assessment can be performed. Your best solution to this issue will be the
highest-ranking solution.

6, Quality customer service delivery

Understanding customer

Customers love to customize. Remember their names and prior discussions, get to understand
your clients

Training provided, Set & communicate clear standards

Choose a training provider that really gets to understand your company and supports your business
strategy and norms of service. Increase the significance and involve your staff. Quality, precision,
behaviour, appearance and excellent client service norms.

7, Record keeping and management methods

Retention Schedule

A good retention schedule should include information on the nature of the files, the length of
retention, the reason for the user's agreement on retention and disposition and do not forget to follow
how to do with customer record according to the Bounce fitness policy.