Assignent Solutionnurs

Deliver and monitor a service to customers
Case study
A specific scenario relevant to this Unit is presented for you to respond to. Completion of a case study is to demonstrate your ability to identify different situations and problems. You are required to accurately and correctly consider all the details and the nature of the organisation described. Then analyse the information towards presenting relevant and appropriate strategies for future actions. The case study will be relative to the context of this unit.
Some templates may be available for you to use as guidelines. You will need to undertake your own research to be fully aware of the different formats available. Alternatively, you may prefer to design or use your own templates. The Assessor is looking at how you would effectively manage a range of situations. This includes a demonstration of you applying problem-solving and communication skills to engage with stakeholders – towards achieving a successful outcome.
Case Study
Please read through the following case study. Reflect on your learning and your own research within this unit.
Prepare a response that responds to each of the issues presented below. Your responses must reflect your knowledge, skills, and application for this unit.
Scenario
Fit and Fab is a well-established CBD gym. It currently employs a manager, two assistant managers, four Reception/customer contact staff, four full-time personal trainers, two casual personal trainers, and has eight independent personal trainers on its books.
You are the Team Leader of the Reception/Customer Contact Team. Critically, Fit and Fab continues to receive an increasing number of complaints.
The staff at reception are young and inexperienced. Recently, a couple of face-to-face complaints have been made by particularly irate customers at times when no senior staff were available to help the customer service staff. The complaints rattled the young staff, and one girl ended up crying.
Based on your knowledge as a customer service professional, you have decided to hold a training session on how to deal with customers.
Task
You will need to:
1. List the main areas of customer service that are critical to the success of your gym.
2. Design a personalised survey form to help you measure customer satisfaction in regard to your customer service.
3. Develop a procedure that outlines the expectations of your Reception/customer contact staff when dealing with customers over the phone and also face to face.
4. Describe the key points that you will cover in your training session.
5. Explain any considerations that should be covered in order to ensure that legislative requirements are met.
A minimum of 1,000 words is required.
Writing strategies and actions for future improvements
A case study is designed for you to demonstrate your skills in reading, accurately interpreting and providing workable responses and strategies.
Check that your responses provide:
1. Identification and clarification of the key issues. Discuss and provide some suggestions as to what has caused these.
2. Key facts and information that is relevant and demonstrates your ability to provide solutions.
3. Templates and resources that could assist managers in the future when managing their teams.
4. Recommendations, both short term and long term, to improve the current situation.
Also ensure the appropriate use of headings and formats so as to reflect a professional presentation.