Copy of organisational policies and procedures
At this moment the business doesn't have standard policies and procedures. But here is Bounce Fitness:
Customer Relationship Management Policies and Procedures
Customer Service Standard Policy
Bounce Fitness considers anyone who contacts or communicates with them as a valued customer.
Dedicated to providing the best possible customer service.
Committed to processing inquiries promptly.
Dedicated to meeting customers' realistic expectations in high-quality services.
Regards all customer needs as varied and acceptable, addressing each fairly and promptly.
Will always treat each customer with honesty and integrity.
Will not assume customer needs but aim to discover them.
Addresses inquiries and complaints in an easily understood manner.
Representatives are clear, concise, and straightforward.
Must provide an initial response by the next working day to all phone inquiries and complaints.
Representatives always introduce themselves to anyone contacting Bounce Fitness.
Will not address inquiries or complaints in a "run-around" manner.
Properly escalates or transfers inquiries or complaints to the right person for assistance.
Customer Relationship Management Procedures
Database for Customer Activity:
Contains information on transactions, customer contacts, segmentation data, and responses to marketing
stimuli.
Data collected over time.
Establishing and Maintaining Customer Relationships:
Smile, be courteous, and friendly at all times.
Use customer's name, introduce yourself.
Ask questions to identify needs.
Create a new client file.
Explain Bounce Fitness offerings and provide a tour.
Maintain relationships with the same principles.
Relationship Programs Include:
Customer Service: High priority in the Centre, every customer interaction affects CRM.
Customization: Create products and services tailored to individual customers.
Community: Use the website to build a network for customer-company relationships and engage in
community-based initiatives to foster loyalty.
Addressing Customer Needs:
Understanding Customer Needs: Conduct a full consultation with new members, offer consultations upon
request, and explain customer rights and responsibilities.
Matching Customer's Needs: Recommend products and services to address customer needs.
Communicating with Customers: Regular communication via email, SMS, newsletters, rewards clubs, and
open days/nights.
Targeting Services to Meet Customer's Needs: Base decisions on up-to-date customer information.
Handling Difficult Customer Service Delivery: Follow workplace policy and procedures, remain calm, use
positive language, and seek assistance when necessary.
These policies and procedures aim to enhance customer satisfaction and loyalty at Bounce Fitness.
Source of user requirements for digital communication
What type of digital communication does the business need to build relationships?
To build and nurture client relationships, a business should employ various digital communication
methods tailored to its clients' preferences. In this context, it's crucial to engage with potential customers
interested in products primarily through real-time chat during business hours and to be responsive to
emails and inquiries. Live chat on the website, timely email communication, and active social media
engagement are essential. Adapting to client preferences and offering a multi-channel experience is
essential for creating strong client relationships.