I. Positioning of health clubs (1) Price positioning of health clubs
1. Deciding on factors (1) Return on investment of the club. Based on the total investment of the club, the expected return of investors, and the development of the membership, the general price and the financial personnel determine the basic price.
(2) The reference price of the equivalent club, which is determined by investigating the price of the club of the same scale and service level.
(3) According to the characteristics of the club, such as the coach's excellent team, special facilities, etc. to determine the price.
2. Common price system The domestic common price system is divided into membership system and card system. The club currently uses the card system.
(1) Membership: A certain amount of admission fee must be paid, and there are strict restrictions on the membership of the membership.
(2) Card-based system: In recent years, the domestic membership system is actually a card-based system or, as in 1998, the public membership system defined by Tiantan Sports Fitness, that is, the use of admission fees. The card types of various prices meet the fitness people or members who often say, among which the common settings of the fitness card are:
1. Sort by time.
Monthly card, quarter card, half-year card, year card, record card and so on.
2. Classified by service period.
According to the length of the period of validity of the combined services, it can be divided into gold cards, silver cards, emerald cards, and diamond cards.
3. Classified by site peak period.
In order to make full use of the site, it is divided into peak and non-peak period cards, single number cards and double number cards.
(II) Market Positioning of Health Clubs
1. According to the club's hardware, software conditions and market conditions to determine the club's core customer groups, develop sales plans.
2. In the operation of the club, we must adhere to the coherence of its market positioning. We must be aware of the prophet rather than follow others.
3. Never price competition, based on open up the market.
4. Concentrate on consolidating existing members.
II. Pre-sales strategies of health clubs (I) Selection of appropriate promotional media The company's external influence and information are conducted in accordance with the relevant media of $&*. It is directly related to the survival and development of the company. The media can be roughly divided into:
1. Print media is mainly newspapers, magazines, and related printed products.
2. Electronic media is mainly based on television, radio and IETERNET.
3. Corporate activities are mainly based on professional activities, public welfare activities, and promotional activities.
4. The influence of members mainly refers to the communication ability of club members.
The selection of media has a certain correlation with the company's corporate purposes, business scope, and service targets set by the company. It mainly considers the professionalism of the media, the scope of influence, and whether the affected people are consistent with the expectations of the company.
(b) Organize members to visit the club The main process is to make an appointment - to guide the visit - to discuss the significance of fitness - to agree to the first fitness time - follow up.
1. Make an appointment for greetings, set the tone, and pay attention to the telephone conversation skills.
2. Guided visits In order to let people know about the fitness center, the staff members should take the initiative to guide guests to visit the open area of ​​the fitness center. During the visit, the following points should be noted:
(1) Prior to the visit, the guests should first be asked to fill out a “Guest Basic Survey Formâ€. If the guests raise objection, they should explain to the guests that “you will not be delayed for a long time (just a few minor issues). In order to address your specific situation, we recommend that you provide services or training methods that are more suitable for you."
(2) Visits should follow the route established in advance.
(3) Instructors should walk in front of guests.
(4) When stopping to introduce the guide personnel should stand in front of the guest's left and keep a proper distance. When introducing the venue for the guests, he should stretch out his left hand and indicate his goal with his palm. He can't use fingers to point.
(5) When passing through the gate, guests should now open the door, let the guests advanced, and then follow.
(6) Spend more time in places of interest to guests.
(7) To be steady, do not panic, let alone watch.
(8) If the guest's shoes do not meet the requirements, they should be replaced with shoe covers.
(9) Guests are not allowed to take photos in the fitness center without the permission of the manager.
Fight for the first visit to ask for sales, offer discounted prices or promotional items to potential members.
3. Discuss the significance of fitness, provide the active price and enthusiasm to communicate the benefits brought to guests by fitness, and actively guide guests to think about the connection between health investment and health, and take appropriate time to specify the price of each service of the club and explain the price. Value ratio.
4. Agreed for the first time When accepting a new member, you should take the initiative to understand the customer's needs and agree on the time of the first exercise at the most appropriate time for the customer. It is worth noting that it is responsible to tell customers about the best time for exercise. At the same time, we must respect the customer's schedule and wishes. When guests feel fitness needs, contact them as soon as possible to participate in fitness exercises.
5. Follow-up after exercise Timely feedback from members or potential customers after the first exercise is analyzed and analyzed. If problems occur during the fitness process, they should be promptly answered and their belief in fitness should be strengthened. After your guests become members, they still have to contact them to make them feel that they are their friends and that they will integrate their fitness into their own lives.
Fitness club management First, continue marketing After successful pre-sales, its own promotion will become the key to the club's future success. As operators, they should use various forms and use various opportunities to publicize the concept of fitness to the public, demonstrate the advantages and characteristics of the club, and let more people understand the club.
Promotion is divided into internal and external aspects. External: External publicity, taking various forms such as advertising, media promotion, organizing large-scale activities, organizing or participating in public welfare activities, etc.
Internal: For club members, to provide them with the best quality service, so that members feel the fun of fitness, so that members in their own fitness while also driving people around to join.
II. Retention of Members (1) Factors Retained by Members
1. Power (diversification, feedback, quality)
(1) Needs: The basic needs and needs of the environment.
(2) Emotions: Passionate and cold.
(3) Expectations: The equipment is clean, friendly, and the quality of the product.
2. The realization of the expected value (training effect education)
Advisory groups, symposiums, and field guidance.
3. Equipment Management (1) Maintenance of equipment that is regularly performed.
(2) Internal employee training.
(3) Provide special services (such as car watching, laundry, and internet platforms).
(II) Specific matters needing attention
1. Politeness reflects the courtesy to the members at a proper time and plays a significant role in the issue of membership retention.
2. Efficiency If a member's needs can be promptly responded to by employees, they will feel good.
Club membership services (1) Service principles Quality services are the most important aspect of club development. Its main principles are:
1. Understand members' attitudes and expectations.
2. Treat every member as a VIP.
3. Pay attention to etiquette.
4. Showing a strong friendship.
5. Respect all differences among members.
6. Try to provide the best quality, personalized service, and finally get the recognition of the members with continuous improvement and faith.
(b) How to treat simple accidents or irregular members
1. How to deal with member damages (1) The majority of members who damage appliance supplies should be careless. Any employee should not criticize or have responsibility to members.
(2) If glass breaks, it should be cleaned first so as not to hurt members and affect class.
(3) If there is injury, first aid should be bandaged and then deal with the problem. If there is a conflict between protecting the company’s assets and rescuing the wounded, rescue and nursing care should be the first priority.
(4) If the company or the member's property is lost, the ordinary employee must not make a decision on the compensation and other issues but must notify the manager or the relevant supervisor as soon as possible.
(5) Regardless of the size of the incident and how it is to be solved, front desk personnel should record the details of the incident and how to resolve it on the daily log.
2. How to deal with dishevelled guests and guests who are not accompanied by an employee enter the exercise area.
(1) The staff at the front desk explained to the member the rules concerning the clothing, and invited guests to visit again after correct dress.
(2) Thank you for your understanding and support.
(3) If the guests still feel dissatisfied, they should ask the manager to help solve the problem and respect the other party during the settlement process.
(4) The whole process must pay attention to attitude and politeness. We should say “please visit here†instead of “you come outâ€; we should say “We do this to ensure the normal practice of the members, please understand†instead of : "We are so stipulated." We must never say "you ask the manager to speak" and other words to stimulate the guests' emotions.
(5) Sales personnel should take the initiative to guide guests to visit the venue, so as to fundamentally eliminate such incidents.
3. How to Treat Members to Bring Small Animals into the Hall (1) The front desk staff should remind the members not to bring small animals into the hall.
(2) Notify the manager if the member is not satisfied.
(3) Seriously listen to the opinions of the members and then explain to members the regulations on prohibiting the carrying of animals. At the same time, explain to members that this is also to ensure the safety of your pet.
(4) Thank you for your understanding and support.
4. How to deal with accidents such as falling members.
(1) Members fall in the hall, and the staff should take the initiative to step up and relocate the guest to rest temporarily. Carefully ask the members whether there is a fall, deal with the problem immediately, take measures, check the cause afterwards, and take a lesson.
(2) Meeting with the member to injure the wound. According to the wound condition of the member, he takes the medicine box, assists the member to wrap the wound and handles the wound. Severe cases should be sent to the hospital according to the situation.
(3) In-depth understanding of members' different personalities and emotions The personality or emotions of members are reflected in words, intonation, instrument appearance, and body language. Through observation, service will help services and adopt corresponding service methods to achieve optimal results. Service effectiveness to avoid conflicts.
(4) Service Strategy for Different Types of Guests
1. The impatient customer's impatient customer's characteristics generally require fast, rapid (mainly based on his time and speed) for any item of service, and always ask questions when requesting services, and prefers to use a definitive language when requesting services. Like to use gestures to strengthen tone. When you are dissatisfied with the service, you will show abnormal anger and even rant loudly. But at the same time, he was quick and straightforward. When this kind of member makes a complaint about the service, he will turn to his anger and thank him for the timely and appropriate solution. Therefore, when providing services to impatient customers, they must be prompt and concise, but they must not use fraudulent words or they will immediately feel dissatisfaction.
2. Lively members The lively members met for the first time to give people a feeling of easygoing, easy to get along with, create a harmonious atmosphere, and talk witty, casual, decisive, cheerful personality, slightly polite to the staff, like Like getting along with friends. For such members, service work should actively show their willingness to help and win the goodwill of such members. Use aggressive marketing methods for active members or new members. Active members are usually talkative, good at talking, and create a good communication opportunity for service work.
3. Steady members The stable members are usually old, heavy, calm, unpretentious, empathetic, and respectful of their gentlemanly manner. They like to use mutual respect with their staff. Even if the service is not in place or satisfactory, Can better self-control, grasp the sense of proportion, do not lose their mind. For stable members, the staff must be decent and gentle, gentle and polite, and often use polite language. Usually the more stable the guests, the higher the demand for service, this member will not take the initiative to request, but their hearts are likely to have subjective standards of service work. Therefore, it is even more important for stable members to strictly control service levels, strictly follow service standards, rigorous work style, professional operating practices, and proper use of languages, which will help meet the expectations of members.
Dealing with complaints from stable members requires higher skills because they are not tolerable and will never complain. Therefore, it is best for the manager to come forward to solve the problem of complaints from stable members and show that they pay attention to the complaints, and to ensure that the solution to the problem and the final result satisfy the guests.
4. Melancholy Members The proportion of melancholy members is small, but it cannot be ignored. Melancholy members are characterized by indifference, do not want to talk, have a wooden facial expression, and have a negative emotion. The heart is in self-reproach and shows an evasive attitude in contact with people.
There are two possibilities for this type of person: 1. Things that have experienced heartbreak recently, moods are extremely low; 2. Have depression.
Melancholy members are in such a state of mind, but attitudes toward waiters may be very picky. They use such discerning behaviors to dilute their inner pain or dissatisfaction or simply use them to vent their dissatisfaction. At the end of the day, there is an irritating attitude and as much care as possible. If the members are extremely critical about the minimum work errors, the staff should show their apologies and correct them immediately. Only in this way will they be less troublesome. Apologizing is also one of the ways to protect yourself. Treat them as friendly as possible and look for opportunities to smile at them. If you don’t get a response, don’t be discouraged. Try again. Ask the members questions more, in a gentle tone. If he still hasn’t heard or listened at all, he can give an appropriate reminder and repeat it with the same tone.
Fourth, the correct way to deal with complaints The front desk as the company's external window, is the company's first place to receive guest complaints, correct handling of complaints is also part of the front desk work. The staff at the front desk should deal with different guest complaints in different ways.
(I) Analysis of complaints Complaints cannot be simply understood as the trouble for members to find a fitness club because of some small reason or a bad mood. The complaints are simply divided into two types: the proposed type and the problem-solving type. Complaints for the fitness club should be divided into four aspects:
(1) Technical complaints.
(2) Hardware complaints.
(3) Complaints on the software.
(4) Management complaints.
As far as the front desk is concerned, the reasons for technical complaints are quite obvious, such as technical operations, such as running cards, renewing cards, etc., and omissions or handling errors; suggestions for members to buy card types and other errors.
1. The hardware exercise equipment is damaged, there is no timely repair; hardware facilities and equipment are damaged.
2. There are no patience explanations on software service attitudes, no careful explanations, etc.
3. Management complaints The three above-mentioned errors caused members' complaints to be caused by lack of supervision in management; ignoring the supervision over the implementation of staff rules and regulations, service procedures, and service standards.
(B) The principle of settlement of complaints
1. Regardless of the attitude of the guests, the staff should understand the complaint as a well-intentioned behavior that is beneficial to the development of the company.
2. Treating guests' complaints should be polite and sincere. First of all, listen carefully to the opinions of the guests. Do not interrupt the guest's conversation halfway, regardless of whether the other person's remarks are justified.
3. In the settlement of guest complaints should not lose the reputation of the fitness club.
4. Respect each other, maintain the consensus of both parties, and satisfy the principle.
5. Resolving complaints should not be overbearing. If there is a dispute about the other party's complaint, do not blindly apologize or solve it according to the guest's methods.
6. If you are complaining that your emotions are agitated, you should ask him to resolve it in the office.
7. If the front desk cannot be satisfactorily resolved, the manager or relevant supervisor should be notified as soon as possible to resolve it.
8. Regardless of the size of the complaint, the resolution should be recorded in the log of the day.
1. Deciding on factors (1) Return on investment of the club. Based on the total investment of the club, the expected return of investors, and the development of the membership, the general price and the financial personnel determine the basic price.
(2) The reference price of the equivalent club, which is determined by investigating the price of the club of the same scale and service level.
(3) According to the characteristics of the club, such as the coach's excellent team, special facilities, etc. to determine the price.
2. Common price system The domestic common price system is divided into membership system and card system. The club currently uses the card system.
(1) Membership: A certain amount of admission fee must be paid, and there are strict restrictions on the membership of the membership.
(2) Card-based system: In recent years, the domestic membership system is actually a card-based system or, as in 1998, the public membership system defined by Tiantan Sports Fitness, that is, the use of admission fees. The card types of various prices meet the fitness people or members who often say, among which the common settings of the fitness card are:
1. Sort by time.
Monthly card, quarter card, half-year card, year card, record card and so on.
2. Classified by service period.
According to the length of the period of validity of the combined services, it can be divided into gold cards, silver cards, emerald cards, and diamond cards.
3. Classified by site peak period.
In order to make full use of the site, it is divided into peak and non-peak period cards, single number cards and double number cards.
(II) Market Positioning of Health Clubs
1. According to the club's hardware, software conditions and market conditions to determine the club's core customer groups, develop sales plans.
2. In the operation of the club, we must adhere to the coherence of its market positioning. We must be aware of the prophet rather than follow others.
3. Never price competition, based on open up the market.
4. Concentrate on consolidating existing members.
II. Pre-sales strategies of health clubs (I) Selection of appropriate promotional media The company's external influence and information are conducted in accordance with the relevant media of $&*. It is directly related to the survival and development of the company. The media can be roughly divided into:
1. Print media is mainly newspapers, magazines, and related printed products.
2. Electronic media is mainly based on television, radio and IETERNET.
3. Corporate activities are mainly based on professional activities, public welfare activities, and promotional activities.
4. The influence of members mainly refers to the communication ability of club members.
The selection of media has a certain correlation with the company's corporate purposes, business scope, and service targets set by the company. It mainly considers the professionalism of the media, the scope of influence, and whether the affected people are consistent with the expectations of the company.
(b) Organize members to visit the club The main process is to make an appointment - to guide the visit - to discuss the significance of fitness - to agree to the first fitness time - follow up.
1. Make an appointment for greetings, set the tone, and pay attention to the telephone conversation skills.
2. Guided visits In order to let people know about the fitness center, the staff members should take the initiative to guide guests to visit the open area of ​​the fitness center. During the visit, the following points should be noted:
(1) Prior to the visit, the guests should first be asked to fill out a “Guest Basic Survey Formâ€. If the guests raise objection, they should explain to the guests that “you will not be delayed for a long time (just a few minor issues). In order to address your specific situation, we recommend that you provide services or training methods that are more suitable for you."
(2) Visits should follow the route established in advance.
(3) Instructors should walk in front of guests.
(4) When stopping to introduce the guide personnel should stand in front of the guest's left and keep a proper distance. When introducing the venue for the guests, he should stretch out his left hand and indicate his goal with his palm. He can't use fingers to point.
(5) When passing through the gate, guests should now open the door, let the guests advanced, and then follow.
(6) Spend more time in places of interest to guests.
(7) To be steady, do not panic, let alone watch.
(8) If the guest's shoes do not meet the requirements, they should be replaced with shoe covers.
(9) Guests are not allowed to take photos in the fitness center without the permission of the manager.
Fight for the first visit to ask for sales, offer discounted prices or promotional items to potential members.
3. Discuss the significance of fitness, provide the active price and enthusiasm to communicate the benefits brought to guests by fitness, and actively guide guests to think about the connection between health investment and health, and take appropriate time to specify the price of each service of the club and explain the price. Value ratio.
4. Agreed for the first time When accepting a new member, you should take the initiative to understand the customer's needs and agree on the time of the first exercise at the most appropriate time for the customer. It is worth noting that it is responsible to tell customers about the best time for exercise. At the same time, we must respect the customer's schedule and wishes. When guests feel fitness needs, contact them as soon as possible to participate in fitness exercises.
5. Follow-up after exercise Timely feedback from members or potential customers after the first exercise is analyzed and analyzed. If problems occur during the fitness process, they should be promptly answered and their belief in fitness should be strengthened. After your guests become members, they still have to contact them to make them feel that they are their friends and that they will integrate their fitness into their own lives.
Fitness club management First, continue marketing After successful pre-sales, its own promotion will become the key to the club's future success. As operators, they should use various forms and use various opportunities to publicize the concept of fitness to the public, demonstrate the advantages and characteristics of the club, and let more people understand the club.
Promotion is divided into internal and external aspects. External: External publicity, taking various forms such as advertising, media promotion, organizing large-scale activities, organizing or participating in public welfare activities, etc.
Internal: For club members, to provide them with the best quality service, so that members feel the fun of fitness, so that members in their own fitness while also driving people around to join.
II. Retention of Members (1) Factors Retained by Members
1. Power (diversification, feedback, quality)
(1) Needs: The basic needs and needs of the environment.
(2) Emotions: Passionate and cold.
(3) Expectations: The equipment is clean, friendly, and the quality of the product.
2. The realization of the expected value (training effect education)
Advisory groups, symposiums, and field guidance.
3. Equipment Management (1) Maintenance of equipment that is regularly performed.
(2) Internal employee training.
(3) Provide special services (such as car watching, laundry, and internet platforms).
(II) Specific matters needing attention
1. Politeness reflects the courtesy to the members at a proper time and plays a significant role in the issue of membership retention.
2. Efficiency If a member's needs can be promptly responded to by employees, they will feel good.
Club membership services (1) Service principles Quality services are the most important aspect of club development. Its main principles are:
1. Understand members' attitudes and expectations.
2. Treat every member as a VIP.
3. Pay attention to etiquette.
4. Showing a strong friendship.
5. Respect all differences among members.
6. Try to provide the best quality, personalized service, and finally get the recognition of the members with continuous improvement and faith.
(b) How to treat simple accidents or irregular members
1. How to deal with member damages (1) The majority of members who damage appliance supplies should be careless. Any employee should not criticize or have responsibility to members.
(2) If glass breaks, it should be cleaned first so as not to hurt members and affect class.
(3) If there is injury, first aid should be bandaged and then deal with the problem. If there is a conflict between protecting the company’s assets and rescuing the wounded, rescue and nursing care should be the first priority.
(4) If the company or the member's property is lost, the ordinary employee must not make a decision on the compensation and other issues but must notify the manager or the relevant supervisor as soon as possible.
(5) Regardless of the size of the incident and how it is to be solved, front desk personnel should record the details of the incident and how to resolve it on the daily log.
2. How to deal with dishevelled guests and guests who are not accompanied by an employee enter the exercise area.
(1) The staff at the front desk explained to the member the rules concerning the clothing, and invited guests to visit again after correct dress.
(2) Thank you for your understanding and support.
(3) If the guests still feel dissatisfied, they should ask the manager to help solve the problem and respect the other party during the settlement process.
(4) The whole process must pay attention to attitude and politeness. We should say “please visit here†instead of “you come outâ€; we should say “We do this to ensure the normal practice of the members, please understand†instead of : "We are so stipulated." We must never say "you ask the manager to speak" and other words to stimulate the guests' emotions.
(5) Sales personnel should take the initiative to guide guests to visit the venue, so as to fundamentally eliminate such incidents.
3. How to Treat Members to Bring Small Animals into the Hall (1) The front desk staff should remind the members not to bring small animals into the hall.
(2) Notify the manager if the member is not satisfied.
(3) Seriously listen to the opinions of the members and then explain to members the regulations on prohibiting the carrying of animals. At the same time, explain to members that this is also to ensure the safety of your pet.
(4) Thank you for your understanding and support.
4. How to deal with accidents such as falling members.
(1) Members fall in the hall, and the staff should take the initiative to step up and relocate the guest to rest temporarily. Carefully ask the members whether there is a fall, deal with the problem immediately, take measures, check the cause afterwards, and take a lesson.
(2) Meeting with the member to injure the wound. According to the wound condition of the member, he takes the medicine box, assists the member to wrap the wound and handles the wound. Severe cases should be sent to the hospital according to the situation.
(3) In-depth understanding of members' different personalities and emotions The personality or emotions of members are reflected in words, intonation, instrument appearance, and body language. Through observation, service will help services and adopt corresponding service methods to achieve optimal results. Service effectiveness to avoid conflicts.
(4) Service Strategy for Different Types of Guests
1. The impatient customer's impatient customer's characteristics generally require fast, rapid (mainly based on his time and speed) for any item of service, and always ask questions when requesting services, and prefers to use a definitive language when requesting services. Like to use gestures to strengthen tone. When you are dissatisfied with the service, you will show abnormal anger and even rant loudly. But at the same time, he was quick and straightforward. When this kind of member makes a complaint about the service, he will turn to his anger and thank him for the timely and appropriate solution. Therefore, when providing services to impatient customers, they must be prompt and concise, but they must not use fraudulent words or they will immediately feel dissatisfaction.
2. Lively members The lively members met for the first time to give people a feeling of easygoing, easy to get along with, create a harmonious atmosphere, and talk witty, casual, decisive, cheerful personality, slightly polite to the staff, like Like getting along with friends. For such members, service work should actively show their willingness to help and win the goodwill of such members. Use aggressive marketing methods for active members or new members. Active members are usually talkative, good at talking, and create a good communication opportunity for service work.
3. Steady members The stable members are usually old, heavy, calm, unpretentious, empathetic, and respectful of their gentlemanly manner. They like to use mutual respect with their staff. Even if the service is not in place or satisfactory, Can better self-control, grasp the sense of proportion, do not lose their mind. For stable members, the staff must be decent and gentle, gentle and polite, and often use polite language. Usually the more stable the guests, the higher the demand for service, this member will not take the initiative to request, but their hearts are likely to have subjective standards of service work. Therefore, it is even more important for stable members to strictly control service levels, strictly follow service standards, rigorous work style, professional operating practices, and proper use of languages, which will help meet the expectations of members.
Dealing with complaints from stable members requires higher skills because they are not tolerable and will never complain. Therefore, it is best for the manager to come forward to solve the problem of complaints from stable members and show that they pay attention to the complaints, and to ensure that the solution to the problem and the final result satisfy the guests.
4. Melancholy Members The proportion of melancholy members is small, but it cannot be ignored. Melancholy members are characterized by indifference, do not want to talk, have a wooden facial expression, and have a negative emotion. The heart is in self-reproach and shows an evasive attitude in contact with people.
There are two possibilities for this type of person: 1. Things that have experienced heartbreak recently, moods are extremely low; 2. Have depression.
Melancholy members are in such a state of mind, but attitudes toward waiters may be very picky. They use such discerning behaviors to dilute their inner pain or dissatisfaction or simply use them to vent their dissatisfaction. At the end of the day, there is an irritating attitude and as much care as possible. If the members are extremely critical about the minimum work errors, the staff should show their apologies and correct them immediately. Only in this way will they be less troublesome. Apologizing is also one of the ways to protect yourself. Treat them as friendly as possible and look for opportunities to smile at them. If you don’t get a response, don’t be discouraged. Try again. Ask the members questions more, in a gentle tone. If he still hasn’t heard or listened at all, he can give an appropriate reminder and repeat it with the same tone.
Fourth, the correct way to deal with complaints The front desk as the company's external window, is the company's first place to receive guest complaints, correct handling of complaints is also part of the front desk work. The staff at the front desk should deal with different guest complaints in different ways.
(I) Analysis of complaints Complaints cannot be simply understood as the trouble for members to find a fitness club because of some small reason or a bad mood. The complaints are simply divided into two types: the proposed type and the problem-solving type. Complaints for the fitness club should be divided into four aspects:
(1) Technical complaints.
(2) Hardware complaints.
(3) Complaints on the software.
(4) Management complaints.
As far as the front desk is concerned, the reasons for technical complaints are quite obvious, such as technical operations, such as running cards, renewing cards, etc., and omissions or handling errors; suggestions for members to buy card types and other errors.
1. The hardware exercise equipment is damaged, there is no timely repair; hardware facilities and equipment are damaged.
2. There are no patience explanations on software service attitudes, no careful explanations, etc.
3. Management complaints The three above-mentioned errors caused members' complaints to be caused by lack of supervision in management; ignoring the supervision over the implementation of staff rules and regulations, service procedures, and service standards.
(B) The principle of settlement of complaints
1. Regardless of the attitude of the guests, the staff should understand the complaint as a well-intentioned behavior that is beneficial to the development of the company.
2. Treating guests' complaints should be polite and sincere. First of all, listen carefully to the opinions of the guests. Do not interrupt the guest's conversation halfway, regardless of whether the other person's remarks are justified.
3. In the settlement of guest complaints should not lose the reputation of the fitness club.
4. Respect each other, maintain the consensus of both parties, and satisfy the principle.
5. Resolving complaints should not be overbearing. If there is a dispute about the other party's complaint, do not blindly apologize or solve it according to the guest's methods.
6. If you are complaining that your emotions are agitated, you should ask him to resolve it in the office.
7. If the front desk cannot be satisfactorily resolved, the manager or relevant supervisor should be notified as soon as possible to resolve it.
8. Regardless of the size of the complaint, the resolution should be recorded in the log of the day.
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