Develop and maintain effective customer service within active leisure environments
Overview
This standard is about providing a good level of customer service within active leisure environments
The standard covers 2 main outcomes.
- engage with customers
- manage customers' feedback
The standard is aimed at staff who work directly with customers in a range of customer facing settings. Remember that customers include everyone you provide a service to both internally and externally to the organisation.
Performance criteria
You must be able to:
P1. Present a professional and respectful image when engaging with your customers
P2. Be in the right place at the right time to give a good impression and deliver good customer service
P3. Provide a positive and supportive environment for all customers which promotes health and wellbeing
P4. Hold a conversation with your customer that establishes rapport and is focused on the customer's needs
P5. Focus on your customer and listen carefully to ensure that you collect all possible information you need from the conversation
P6. Focus your attention on your customer so that non-verbal signs do not betray disinterest, boredom or irritation
P7. Adapt your communication to meet the individual needs of your customer
P8. Provide clear information about your customer's current progress and achievements
P9. Explain your services and/or products and how this will support the customer's needs for the future, taking into consideration any additional services and/or products that may need to be included
P10. Be proactive in recognising and dealing with potential problems that your customers may face and involve others where required
Manage Customers' Feedback
P11. Recognise when something is an issue from the customer's point of view
P12. Acknowledge the customer's feedback and apologise for any inconvenience if appropriate
P13. Reassure them that it will be dealt with by yourself or referred to an appropriate person
P14. Deal with any complaint quickly and calmly, following your organisation's procedures
P15. Report to an appropriate person for help if you cannot deal with the complaint yourself
P16. Keep the customer informed
Knowledge and Understanding
You need to know and understand:
Engage with customers
K1. the current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere
K2. the importance of good customer care to you and your organisation
K3. the importance of organisational values and guidelines and how to follow these
K4. your organisation's procedures for dress and appearance and why these are important
K5. how to make a good first impression to the customer and why this is important
K6. why it is important for customers to feel that you are working hard to give them an excellent service
K7. why good timekeeping and making sure you are where you are expected to be is important to giving excellent customer service
K8. ways you can build social support and inclusion within your environment
K9. the importance of promoting health and wellbeing as a fundamental need of all customers
K10. why it is important to maintain your focus on the customer and their needs
K11. the principles of body language that enable you to interpret customer feelings without verbal communication
K12. why the expectations and behaviour of individual customers will demand different responses to create rapport and achieve customer satisfaction
K13. how to provide accurate information of your customer's current progress and achievements and how this will impact on future needs
K14. the main products and/or services offered in your organisation
K15. how the different products and/or services may benefit customers' specific needs or interest
K16. how to set a good example to your customers in terms of a healthy and active lifestyle
Manage customers' feedback
K17. how to deal with difficult customers professionally and in line with the organisation's customer service policy
K18. why it is important to see any complaint from the customer's point of view, acknowledge the complaint and apologise to the customer if appropriate
K19. the types of feedback that customers may have and how to deal with these yourself
K20. the scope and limitations of your own competence, responsibilities and accountability as it applies to your job role
K21. the types of customer feedback that you should pass on to an appropriate person and who this should be
K22. situations where it is important to explain to the customer what has caused the issue they have complained about
K23. why it is important to let the customer know what is happening and how long it will take to resolve their complaint
K24. why it is important to make sure the customer is satisfied with what you have done
K25. how reporting customer feedback can help to improve customer care in the future
Scope/range
Scope Performance
Customers:
- internal to your organisation
- external to your organisation
- new customers
- regular customers
- with specific needs
- with routine needs
- with non-routine needs
Non-verbal:
- body position
- gestures
- facial expression
- posture
- eye contact
Communication:
- face-to-face
- telephone
- social media
- social events
- video or live presentations
- newsletters
Scope Knowledge
Feedback:
- with products
- with service
- communication
- behaviour of others
- Incidents/accidents
Appropriate person:
- working in a different department
- senior colleagues
- working externally
Values
Behaviours
Skills
Glossary
Customers
Individuals, groups or company that purchase goods or service. Customers are also those that are internal to your organisation.