Customer service system and process
First, the front desk registration system
1. Clean the reception area at the front desk.
2. It is forbidden to chat and play together on the court. When members answer the phone and eat in front of them, they must make a phone call outside the work area.
3. Take the initiative to greet members within 3 meters of meeting them in the clubhouse.
4, dressing the, neat hair (ponytail), no long hair and nails, keep the face clean and fresh.
5. Speak softly and smile, and keep a proper distance when talking with members.
6. Maintain a good standing posture, stand with your feet shoulder width apart, shake hands in front, hold your chest out, and do not rely on or support.
7. Use correct polite expressions, such as "hello", "sorry" and "keeping you waiting".
4. Make all preparations before receiving customers.
5. Self-check gfd and be polite to others.
6. Answer customers' questions enthusiastically and patiently.
7. Fill in the admission registration form and visitor reception experience form carefully to ensure that the information is accurate.
8. Do a good job in business contact with member consultants. Arrange reception according to the ranking order of member consultants signing in on the same day. If the membership consultant is not in the sales department, inform him to receive the guests by radio. Generally, the broadcast is limited to two times, and the next member consultant is arranged to receive it. First, introduce the member consultant politely, and then give the information of the visitor and the surname of the visitor to the member consultant (introduce the surname of the visitor). After the visitor fills in the visit registration, the front desk operator signs it, and the member consultant signs it after receiving the visitor. During the reception of business visitors, the member consultants may complain to the customer service manager if they have any objections, and the front desk staff shall not argue with the member consultants in the business area. Once it is found to be serious, if the member consultant has something to do (eat or leave the center), he must go to the front desk to inform him that the member
9. Communicate with members correctly, promote members' understanding and trust in the center, and actively promote sales.
10. Check the stored value records of members every week to ensure that there are no errors.
1 1. In any case, don't answer "I don't know, I don't know, I don't have it" and so on.
12, broadcast. Fifteen minutes before each class, broadcast notice that the class content should be reported on time, with sweet voice, soft voice, moderate articulation and clear pronunciation. 10 actively cooperate with the daily operation of other departments, such as physical examination of visitors.
1 1, use the correct polite language and way to answer the phone (ask the other party's name, who to look for, and whether to convey a call back number).
13. When employees meet superiors, colleagues, members and visitors in the clubhouse, they must take the initiative to smile and say "hello" or "good afternoon/good evening".
14. Fill in the handover form carefully. This content includes the number of visitors (men and women), experience (men and women), card sales and coaches (men and women), visitors and telephone calls every day.
Note: the front desk staff is not allowed to introduce the membership card price to the guests (or in telephone consultation)!
Second, the reception process at the front desk
1. Before business
Arrive at work ten minutes before the official opening. (The time is 9: 50 a.m.)
Check the cleanliness of the front desk, water bar, billiards area and monopoly area.
Prepare business supplies before business, including: documents, forms, stationery, etc. )
Carefully check the guest book of the previous day and do a good job of handover.
Put all items and appliances in order and put them where guests can see them.
Turn on the front desk audio equipment and TV set on time.
Self-check gfd, summarize the problems of the previous day, and do a good job assignment on that day.
1 1: 00 officially opened to the public.
Step 2 do business
1) Standing posture: female-look straight ahead with her arms crossed naturally. Put her left hand on her back.
Smile and use body language generously. Actively greet guests within 2 meters.
2) Use both hands when handing over the guest's belongings.
3) Service in accordance with operating procedures. Computer input is fast and accurate.
4) Treat visitors' inquiries with enthusiasm and initiative, and guide them to fill in the visitor registration form correctly.
5) Pay attention to the number of prepared forms, and supplement and replace them in time.
6) Carefully distinguish between unused hands and used hands.
7) Ensure that the collected membership cards are in order.
8) In case of customer complaints or help, take the initiative to help solve them, listen patiently and don't shirk. If there are problems that cannot be solved, report them in time.
9) Keep the post clean and orderly at all times.
Visitor reception
1) Members admission
A. Front desk (greet guests with a smile within two meters): "Hello! Welcome to visit! Can I help you? "
Guest: "Come to the gym/I am a member here" (ordinary members will show their membership cards at the first time)
2) "Just a moment, please" "Mr./Ms. X, please take your key card. Please bring your hand card back to the front desk after exercising. Thank you! "
Please pay attention to sports safety. "
3) Visitor reception
Front desk: "Hello! Welcome to visit! "
"Can I help you?" (Note that members will get the membership card as soon as possible)
If the guest has any questions, the front desk should ask "Are you our member?"
Customer: "No, I'm here for a visit."
"Excuse me, is this your first visit?"
Scene a
Customer: "Yes"
Front desk: "Has our member consultant received you before?"
Guest: "No"
Front desk: "OK, please register."
If the guest asks: Why do you want to register? Front desk: Because we are a membership club, please cooperate.
(When registering, the guest should contact the member consultant to limit the arrival time 1-2 minutes. )
Front desk: "Mr./Ms. X, please wait a moment. We will have a special member consultant to show you around."
Front desk (handed over to membership consultant): "Mr./Ms. X, may I ask if this is Mr./Ms. X." At the same time, fill in the guest information.
Submit the bill of materials to the member consultant.
Scene b
Customer: "Yes"
Front desk: "Has our member consultant received you before?"
Guest: "Yes, there is a XXX."
Front desk: "OK, please wait a moment" (contact the member consultant immediately, and if the guest can't remember the membership, take turns to collect it according to the sales sign-in form)
Consultant's name, according to the scene 1 reception registration.
Scene c
Guest: "This is not my first visit."
Front desk: "Do you have an appointment with our member consultant?"
Customer: "Yes"
Front desk: "Who is the member consultant who made an appointment with you?" "
Guest: "It's XX"
Front desk: "OK, please wait a moment" (contact the member consultant to limit the time). If the membership consultant fails to arrive within 2 minutes, contact him according to the rotation table.
The next member consultant.
4) Telephone reception
Politely answer visitors' phone calls, ask visitors' names, call back, whether there is an appointment, arrange reception according to the sign-in order of member consultants and make registration. One is that the member consultant is busy and can't take your call. Please leave your call back number so that the member consultant can keep the customer information. The other is that if the caller wants to leave his name and call back, call the member consultant to receive it in the order of signing in.
Front desk (the phone should be answered within three times): "Hello Ginsburg Fitness" must apologize for more than three times. If I'm sorry to have kept you waiting, do a good job of telephone transmission.
5) Members leave the meeting.
"Hello" at the front desk (see guests take the initiative to say hello)
"Sir/miss, your card number is XX, please take it. Please be careful not to forget anything. "
"Thank you for coming. Please take care. "
Pay attention to the one-handed brand of the beverage to ensure that the customer has consumed the beverage in order to collect the money in time.
Play and change music on time before closing time.
3. After work
1) Count the number of people entering the site that day, distinguish the types and make records. Count the number of hands used on the day to ensure that it matches the number of people entering the venue.
2) Check whether the number of items is correct before coming off work, and make records, and lock the stolen and valuables into the cabinet to prevent differences. Cooperate with the reconciliation work, and check whether the cabinet is locked, the handover record is written and the power supply is in good condition before leaving.
3) Clean up the front desk items and clean the front desk floor.
4) Any lost maintenance information shall be reported to the supervisor on duty in time.
5) Turn off the lighting and audio equipment at 22 o'clock on time.
Special emergency treatment
In case of special events, inform the customer service manager and the coach on duty as soon as possible.
The coach will take emergency measures for members (basic work such as wound cleaning, dressing and disinfection)
The customer service manager asked about the incident and the injury process, comforted them and arranged for the staff on duty to take notes.
Let this person look at the transcript and sign it for confirmation.
If the situation is serious, the customer service manager will arrange for employees to accompany them to the hospital for examination.
In the process of accompanying, try to appease the members' mentality and distinguish responsibilities.
After the inspection, try to get it signed to confirm that there is no problem, so as to avoid future trouble.
When a member is injured, the company needs to inform its member consultant to make telephone condolences. At the same time, the company needs to call the injured member (customer service manager) to make condolences at home when necessary, and negotiate the compensation conditions.
After the incident is handled, it must be reported in written form, including: member card number, name, gender, age, inspection fee for the degree of injury during the accident, opinions on incident handling, member compensation requirements, etc.
Customer service water bar description
1 Clean the water bar area and prepare enough drinks for daily use.
Familiar with the names, prices and ingredients of all beverage varieties.
All items (tables, chairs and newspaper racks) should be placed neatly.
During the business period, actively promote the drinks in the water bar, keep records of the cards, register the water cancellation form and inform the front desk and cashier in time.
5. Ensure that the items in the table tennis area are arranged neatly and irregularly.
Before the end of business, do a good job of daily report and inventory of the water bar and weekend report and inventory, and apply for the list of items for next month. 7 After the business is over, check whether the power supply in the water bar area is turned off and whether the articles are placed to ensure the cleanliness of the area.
Please sign on the spot to confirm whether there is any mistake, and sign the document carefully. If the document needs to be invalidated, it must be signed by the foreman or customer service manager. Once the above problems are found, please ask the employees to pay the original price. Please watch the water carefully.
Visitors should take the initiative to pour water in the leisure area of the water bar to cooperate with the sales work.
Complaint handling process
1. Members' complaints should be introduced to the manager on duty first, and the complaint materials should be filled in.
2. After the manager on duty appeases the members, he goes to the relevant department to find the supervisor to hand over related matters.
3. The head of the department finds the relevant party (the respondent) to understand the specific situation.
4. The manager on duty knows the members' situation, intention and purpose (the result of the members' position), while the department head knows the situation and tries to convince them.
In order not to affect the overall image of members to the company because of individuals.
5. After the situation is verified, the department head should cooperate with the manager on duty to put forward corresponding solutions to achieve * * * knowledge.
6. After the complaint is handled, the department head shall report the handling results of relevant parties to the manager on duty.
7. The manager on duty will record the process and results of handling complaints, and attach the complaint materials and the results of handling relevant parties in the first time for declaration.
Go to the manager.
8. The manager on duty should follow up the complaints that were not handled that day and urge the department heads to solve them properly.
9. If there are any complaints that exceed the authority, the manager on duty, together with the department head, will report to the manager in writing after appeasing the members.
At the same time, Members are advised to give up the desired outcome as much as possible.
10, the manager on duty and the heads of relevant departments assisted the manager to handle the complaint satisfactorily.
The contents of the written report include: the original materials of the complaint, the verification situation, the situation of the parties, the complaint results of the members, and the opinions and suggestions of the manager on duty and the heads of relevant departments on the complaint.
Work flow of cleaning department
09: 30- 10: 00 Replenish your guest's belongings and clean up the site (including bathroom, office, hall, etc. ).
10:0- 10:30 lobby aisle, billiards room, table tennis room.
10: 30-11:00 to complete the work that needs to make noise, such as vacuuming.
11:00-1:30, the lobby floor shall be cleaned once.
11:30-12: 00 lunch break.
12:00- 12:30 room physical examination room office staff locker room cleaning
12:30- 14:00 Clean the dressing room and toilet (add absorbent, supplement the wall cleaning with paper, clean the toilet, etc. ).
14:00- 15:30 equipment in the fitness area. Clean the running belt side, equipment handle and leather pad of the treadmill. Clean the floor again to remove stubborn dirt (hall, gym, bicycle room, table tennis room).
15:30- 17:00 Wipe all mirrors, all concave and convex surfaces of wall decoration, all corner tiles and corner facades (the surface cleaning of air conditioning surface outlets and ventilation fans will be completed on Tuesday and Friday).
17:00- 17:30 dinner
17:30- 18:00 to inspect the completion of daytime work, make up for the gap, and prepare for the peak passenger flow at night.
18: 00-2100, stay in the dressing room, and go out of the hall for a health check every 20 minutes. Pay attention to waiting in front of the exercise room and bicycle room five minutes before class.
2 1:00-22:00: 00 Close the business hall (the floor and glass walls are obviously cleaned, garbage bags are replaced, the bathroom is clean, and the locker room is clean).
Note: After the cleaning patrol on Monday morning, the normal operation of the site can be ensured, and then the boiler can be cleaned in cooperation with the project.
Disinfect handles and cabinets on Wednesday and Saturday;
Clean the air conditioner and ventilator on Tuesday and Friday; Both of the above items were done at 9: 30 a.m.