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:
Engage with customers
present a professional and respectful image when engaging with your customers
be in the right place at the right time to give a good impression and deliver good customer service
provide a positive and supportive environment for all customers which promotes health and wellbeing
hold a conversation with your customer that establishes rapport and is focused on the customers' needs
focus on your customer and listen carefully to ensure that you collect all possible information you need from the conversation
focus your attention on your customer so that non-verbal signs do not betray disinterest, boredom or irritation
adapt your communication to meet the individual needs of your customer
provide clear information of your customers' current progress and achievements
explain your services and/or products and how this will support the customers' needs for future taking into consideration any additional services and/or products that may need to be included
be pro-active to recognise and deal with potential problems that your customers may face and involve others where required
Manage customers' feedback
11. recognise when something is an issue from the customers' point of view
12. acknowledge the customers' feedback and apologise for any inconvenience if appropriate
13. reassure them that it will be dealt with by yourself or referred to an appropriate person
14. deal with any complaint quickly and calmly, following your organisations procedures
15. report to an appropriate person for help if you cannot deal with the complaint yourself
16. keep the customer informed
17. take ownership of the complaint and ensure it has been dealt with efficiently and the customer is satisfied with the outcome
Knowledge and Understanding
You need to know and understand:
Engage with customers
the current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere
the importance of good customer care to you and your organisation
the importance of organisational values and guidelines and how to follow these.
your organisation's procedures for dress and appearance and why these are important
how to make a good first impression to the customer and why this is important
why it is important for customers to feel that you are working hard to give them an excellent service
why good timekeeping and making sure you are where you are expected to be is important to giving excellent customer service
ways you can build social support and inclusion within your environment
the importance of promoting health and wellbeing as a fundamental need of all customers
why it is important to maintain your focus on the customer and their needs
the principles of body language that enable you to interpret customer feelings without verbal communication
why the expectations and behaviour of individual customers will demand different responses to create rapport and achieve customer satisfaction
how to provide accurate information of your customer's current progress and achievements and how this will impact on future needs
the main products and/or services offered in your organisation
how the different products and/or services may benefit customers' specific needs or interest
how to set a good example to your customers in terms of a healthy and active lifestyle
Manage customers' feedback
18. how to deal with difficult customers professionally and in line with the organisations customer service policy
19. 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
the types of feedback that customers may have and how to deal with these yourself
the scope and limitations of your own competence, responsibilities and accountability as it applies to your job role
22. the types of customer feedback that you should pass on to an appropriate person and who this should be
situations where it is important to explain to the customer what has caused the issue they have complained about
why it is important to let the customer know what is happening and how long it will take to resolve their complaint
why it is important to make sure the customer is satisfied with what you have done
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.