Active IQ Level 3 Diploma in Instructing Pilates Matwork (sample manual)
For more information, please visit http://www.activeiq.co.uk/qualifications/level-3/active-iq-level-3-diploma-in-instructing-pilates-matwork
For more information, please visit http://www.activeiq.co.uk/qualifications/level-3/active-iq-level-3-diploma-in-instructing-pilates-matwork
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Section 4: Provid<strong>in</strong>g ongo<strong>in</strong>g customer service to clients<br />
Section 4: Provid<strong>in</strong>g ongo<strong>in</strong>g customer<br />
service to clients<br />
Any person you attend to while work<strong>in</strong>g <strong>in</strong> a professional role can be considered a customer.<br />
KEY POINT<br />
Client care is the ability<br />
to consistently meet<br />
(and, ideally, exceed)<br />
customers’ needs, wants<br />
and expectations.<br />
EXTERNAL<br />
CUSTOMERS<br />
• Are the people who pay to<br />
use services and facilities,<br />
e.g. health club members,<br />
visitors and guests of<br />
members.<br />
INTERNAL<br />
CUSTOMERS<br />
• Are people who work for or<br />
with an organisation; they<br />
<strong>in</strong>clude people who rely on<br />
the <strong>in</strong>structor and people on<br />
whom the <strong>in</strong>structor relies<br />
for support, <strong>in</strong>formation and<br />
products. Internal customers<br />
<strong>in</strong>clude managers, cleaners,<br />
receptionists, ma<strong>in</strong>tenance<br />
staff and healthcare<br />
providers.<br />
The terms ‘client care’ and ‘customer service’ describe the ability to consistently meet (and, ideally, exceed)<br />
customers’ needs, wants and expectations.<br />
The importance of good client care<br />
Customers are vital for every organisation or service <strong>in</strong> the health and fitness <strong>in</strong>dustry. The <strong>in</strong>dustry would<br />
not survive without customers.<br />
Support<strong>in</strong>g clients who take part <strong>in</strong> exercise and physical activity<br />
Uphold<strong>in</strong>g standards of customer care is essential. It is important for the client, as it allows for an enjoyable<br />
experience <strong>in</strong> the health and fitness environment and encourages long-term <strong>in</strong>volvement <strong>in</strong> physical activity.<br />
It also benefits the organisation by help<strong>in</strong>g to secure repeat bus<strong>in</strong>ess and recommendations.<br />
ADVANTAGES FOR THE CLIENT<br />
Provides a positive customer experience.<br />
Increases their enjoyment and satisfaction.<br />
Ensures that their needs, wants and expectations are<br />
met.<br />
Increases the likelihood of them adher<strong>in</strong>g to their<br />
programme.<br />
Makes them likely to share their experience with friends.<br />
Makes them likely to cont<strong>in</strong>ue us<strong>in</strong>g the services.<br />
Provides a positive, upbeat environment for external<br />
customers.<br />
ADVANTAGES FOR THE ORGANISATION<br />
Builds a positive reputation.<br />
Shows high standards of professional practice.<br />
Increases the chance of repeat bus<strong>in</strong>ess and return<strong>in</strong>g<br />
customers.<br />
Helps to acquire new customers through recommendation.<br />
Helps the bus<strong>in</strong>ess to flourish and grow.<br />
Promotes <strong>in</strong>dustry sector growth.<br />
Provides a positive work<strong>in</strong>g environment for <strong>in</strong>ternal<br />
customers.<br />
Table 4.1 The advantages of good client care<br />
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