SPRT401 Introduction to the Fitness Industry
Week 2: Customer Service and Front Desk Management
Session Purpose/Learning Outcomes
 Identify characteristics of good customer service
 Practice front desk management skills
Define the following terms
Products.............................................................................................................................................................
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Services.............................................................................................................................................................
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Customers.........................................................................................................................................................
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What is the difference between customer expectations, customer service and customer
satisfaction?
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What are the 4 basic needs of a customer?
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Communication
Communication is a two way sharing of information that results in an understanding between the sender
and the receiver. What the speaker says and what the listener hears may be different.
It is believed that communication is, 7% Verbal, 38% Intonation, and 55% Body language. What do
each of these terms mean?
Verbal................................................................................................................................................................
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Intonation...........................................................................................................................................................
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Body language...................................................................................................................................................
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What are some examples of non-verbal communication?
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Front Desk Management
What are the 5 service phases?
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What are some controllable and uncontrollable reasons why clients stop coming to the gym?
Controllable
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Uncontrollable
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