Customer Care and Membership Recruitment

'Care for your Customers' - Customer Care Skills and the Promotion of Membership Schemes

2 Part Course

Purpose

In an increasingly competitive marketplace, customers have the option of moving between centres and clubs. In many cases poor customer service is the trigger for a customer or member to consider moving to a new club or centre.

The course consists of two parts:

Part 1 focuses on customer care skills from 'who is a customer', through the needs of different customers, to understanding why customers may leave. The course outlines skills for a range of customer interactions including face-to-face and via the telephone.

Part 2 looks at the recruitment of new members for centres that offer a membership card scheme. This section focuses on scheme features & benefits, membership recruitment and core elements of scheme administration. This section of the course links back to many of the skills learnt during Part 1.

During the course delegates will have the opportunity to practice their customer care skills in role-play scenarios set within a leisure centre environment. The course is designed to be run over one day, however to can be run satisfactorily over two consecutive half days.

Benefits

• This course can be used as part of the induction process for new members of staff as well as a refresher for existing team members.
• Once you have purchased the course you can use it as many times as you want within the centre enabling you to provide an ongoing programme of training at times to suit your organisation, without the cost and disruption of external courses.

The course includes

• What is a customer?
• Face-to-face contact
• Answering and handling inbound telephone calls
• Message taking
• Making outbound telephone calls
• Features and benefits
• How to deal with complaints
• Membership card scheme administration and operations
• Role plays
• Role play - feedback
• An action plan at the end of the course

Other Course Information

• Trainer Pack - 165 pages
• Delegate Workbook
• Slide Pack - 34 slides

Courses are offered online for our customers to download and then train their team(s), at their pace and using their own premises.