Customers – who needs them?
We all do, and we need to keep them! And yet delivering consistently high standards of customer service across the whole of your operations is the major challenge facing the leisure industry. The industry’s leading Training provider and Customer Insight provider have combined to bring you an intensive half day seminar, aimed at senior and middle managers with responsibility for motivating and training staff, and delivering customer service.
A Customer Service Seminar presented by Fitpro in association with Leisure-net Solutions
When and Where?
14th September – Slough
15th September - Trafford
How much does it cost?
This event is being sponsored by the BEE Programme, Fitpro’s new People Programme, and is therefore free to attend. However places are strictly limited so if you reserve a place Fitpro reserve the right to charge you a “non attendance fee” of £50 if you book a place and then fail to attend, in order to cover our event costs.
What will I learn?
Meet and coffee - 9.45am
Insight and Research – Mike Hill of Leisure-net Solutions shares the top ten Insights that you need to understand about your current and potential customers
The Elements of Great Service – Lesley Aitken of Fitpro – explains what makes a great experience and what you need to do to make it happen in your organisation
11.30 to 11.45am Coffee break
How can we deliver great service in our Leisure centres/health and fitness clubs? – An operator will share their experience of delivering successful programmes in their organisations by motivating staff to coach each other
The Front Line perspective – Listen to the real experience of a front line member of staff trying to set standards and motivate their colleagues.
1pm End
It sounds great, but give me another incentive to attend?
We will give you 4 more reasons to attend!
Everyone attending will sent a free copy of the latest HAFOS Consumer Survey report, giving you the latest intelligence about the attitudes and perceptions of consumers towards our sector, (normally this report costs £350)
Plus every organisation sending a manager to attend will be given the opportunity to choose one of the following free offers....
A free Customer Service Audit – carried out by Mike Hill of Leisure-net Solutions, Mike will spend half a day at one of your sites, interviewing senior managers, and carrying out focus groups with your staff and customers. You will then be given a detailed report examining the culture, processes and standards he finds within your organisation.
A free call-Focus™ and email-Focus™ mystery call and mystery email audit of one of your sites, carried out by Leisure-net Solutions, giving you a real insight into the quality of your call and email responses
or
A free 2 hour BEE Management Workshop – carried out by Lesley Aitken, BEE Master Trainer, working with your management team to identify where the organisation is in terms of customer service culture and what the key barriers are that are stopping you from driving improvements.
Tracey Copping, Chief Executive of South Suffolk Leisure explains:
FitPro have made it easy for us to quickly identify and train Bee coaches who are committed, passionate individuals spreading the BEE word to all staff, getting buy-in from staff and building a strong customer service culture within the organisation. Staff are confidently engaging more with customers. Places are limited to 25 per day, so to reserve your place now email Lesley Aitken at
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with the names and positions of up to 3 members of your team you would like to attend.