Active IQ Level 3 Diploma in Instructing Pilates Matwork (sample manual)

Section 4: Providing ongoing customer service to clients
Section 4: Providing ongoing customer
service to clients
Any person you attend to while working in a professional role can be considered a customer.
KEY POINT
Client care is the ability
to consistently meet
(and, ideally, exceed)
customers’ needs, wants
and expectations.
EXTERNAL
CUSTOMERS
• Are the people who pay to
use services and facilities,
e.g. health club members,
visitors and guests of
members.
INTERNAL
CUSTOMERS
• Are people who work for or
with an organisation; they
include people who rely on
the instructor and people on
whom the instructor relies
for support, information and
products. Internal customers
include managers, cleaners,
receptionists, maintenance
staff and healthcare
providers.
The terms ‘client care’ and ‘customer service’ describe the ability to consistently meet (and, ideally, exceed)
customers’ needs, wants and expectations.
The importance of good client care
Customers are vital for every organisation or service in the health and fitness industry. The industry would
not survive without customers.
Supporting clients who take part in exercise and physical activity
Upholding standards of customer care is essential. It is important for the client, as it allows for an enjoyable
experience in the health and fitness environment and encourages long-term involvement in physical activity.
It also benefits the organisation by helping to secure repeat business and recommendations.
ADVANTAGES FOR THE CLIENT
Provides a positive customer experience.
Increases their enjoyment and satisfaction.
Ensures that their needs, wants and expectations are
met.
Increases the likelihood of them adhering to their
programme.
Makes them likely to share their experience with friends.
Makes them likely to continue using the services.
Provides a positive, upbeat environment for external
customers.
ADVANTAGES FOR THE ORGANISATION
Builds a positive reputation.
Shows high standards of professional practice.
Increases the chance of repeat business and returning
customers.
Helps to acquire new customers through recommendation.
Helps the business to flourish and grow.
Promotes industry sector growth.
Provides a positive working environment for internal
customers.
Table 4.1 The advantages of good client care
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