Customer service policy

Objective

The objective of this policy is to ensure that all employees are aware of their obligations in relation to customer service. 

Providing professional and friendly customer service is a requirement for all employees at Strathfield Sports Club. This is important because this is what separates our club from other venues and ensures that customers leave with a positive experience that makes them want to return.

Exceptional customer service can be achieved by ensuring all employees are professionally presented and that all interaction are professional, positive and welcoming.

Definitions

Customer Service – Providing exceptional assistance and advice for customers. Taking the next step to provide greater value.

Responsibilities

1. Managers

• Act as a role model.
• Carry out duties in a professional manner.
• Monitor interactions of all employees.

2. Employees 

• Always provide exceptional customer service values in day-to-day work and working environment
• Be ready to serve at all times while on and off shift.
• Accommodate all reasonable request from customers in a professional manner.
• Follow all directions from Managers/Supervisor regarding Customer Service

Procedures

First Impression:

Your first impression is initially made once the customer has made contact with you. You need to ensure you offer friendly and professional service.

Fundamental Rules:

• Always Smile. By smiling and providing positive body language, it will welcome the customer to approach and interact with you. It will bring a positive image of you and the club.
• Always make eye contact with customers when you are talking to them
• Acknowledge the customer by greeting the customer with a good morning, good afternoon or good evening.
• Always answer customer’s queries to the best of your knowledge. If employees do not know the answer, seek a Manager/Supervisor for assistance and guidance.

If employees remember these rules every day, it is another step to creating a professional and friendly service to our customers.

Breach of Policy

Strathfield Sports Club has an obligation to consistently apply and enforce this policy. Employee must understand and comply with this policy.

Here at Strathfield, we value our customers and firmly believes in providing exceptional customer service to ensure that our customers come back. Any employee who breaches this policy shall be subject to counselling, training, and/or disciplinary action, which may include termination of employment.

Scope

This policy applies to all employees of Strathfield Sports Club.