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Beyond Service With a Smile



Author: Christine Thalwitz
Length: 71 minutes
Published: 2012
Format: DVD

Product Code: 827008229598
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Beyond Service With a Smile explains how health/fitness clubs can achieve an outward focus in their customer service efforts. The DVD looks at key steps that can be undertaken in recruiting, training, inspiring, and motivating customer service-oriented staff. The DVD explores why it is important for clubs to define their core values—what exactly do they stand for and what are they looking for. The DVD also reviews a number of best practices with regard to recruiting and hiring employees. In addition, the DVD details examples of service-related expectations that clubs should have of their staff, as well as what can be done to teach employees to recognize service opportunities. The DVD also discusses how clubs can measure service in their facilities.

Among the topics covered:

• Proactive vs. reactive recruitment
• Core values & job description
• Your team = talent scouts
• Best practices
• Onboarding
• Defining standards of engagement
• Recognizing service opportunities
• Experience mapping
• Measuring service in your club
• Inspiring and motivating your team