Cert III in Fitness SISFFIT302A Provide quality service in the fitness industry.

Cert III in Fitness

SISFFIT302A Provide quality service in the

fitness industry

Fitness facility - What does the public look for?

Key points(pg 11)

Friendly & knowledgeable

staff

Clean & safe environment

Multi-purpose facilities

Clean spacious toilet facilities

Variety of activities & equipment

Price and / or value for money

Convenience services

Overall friendly facility

Friendly and knowledgeable staff membersm

eans

Effective and efficient communication and negotiation skills

Good interpersonal skills

Actively listening to what your customers are telling you

Asking questions in order to clarify customer needs

Providing information about your organisation, products and services

Providing information to support satisfactory problem solutions or persuade customers to purchase the

product/service on offer

Making a genuine effort to meet or exceed customer needs.

Communicating with clientsFace to

face(Verbal)

E-mail

Internet (web suit)

Phone call

Text message

Letter (formal and non-formal)

Fax

Monthly news letters

Body langrage

Signage

Memos

Handwritten messages.

Role of communication

Excellent communication skills are essential if customer needs and expectations are too be understood correctly, with a desired result delivered.

This is also important when handing over customer queries to other staff members. If communication is not clear, then the message could get mixed up.

It is imperative in this instance that effective questioning and the clear provision of information is given.

Telephone Etiquette (pg 54 – 55)

Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession.

Taking care of your customers over the telephone and making them feel well informed and appreciated is essential.

Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.


Speak clearly

A picture paints a thousand words but the

caller on the other end of the phone can only hear

you. They cannot see your face or body language.

Therefore, taking the time to speak clearly, slowly

and in a cheerful, professional voice is very

important.

Use your normal tone of voice when answering a call.

If you have a tendency to speak loud or shout, avoid

doing so on the telephone.


Do not eat or drink while you are on telephone duty.

Only eat or drink during your

coffee break or lunch break.

Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use

swear words.

Respond clearly with “yes” or

“no” when speaking.

Never use swear words.


Address the Caller Properly by

his or her title.

Never address an unfamiliar caller by his

or her first name.

Good morning Mr Brown, Good afternoon

Ms Sanders

Listen to the Caller and what

they have to say.

The ability to listen is a problem in general but it is very important to

listen to what the caller has to say

. It is always a good habit to repeat the

information back to the client when you are

taking a message

Verify that you have heard and transcribed

the message accurately.


Be patient and helpful.

If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource.

Never snap back or act rude to the caller.

Always ask if you can put the caller

on hold

If you are responsible for answering multiple calls at once, always ask the caller

politely if you may put them on hold.

Remember that the caller could have already waited

several minutes before getting connected to you

and may not take lightly to being put on hold.

Never leave the person on hold for more than a few

seconds or they may become upset and hang up.


Always focus on the call.

Try not to get distracted by people around you.

If someone tries to interrupt you while you are on a call,

politely remind them that you are on a customer call and

that you will be with them as soon as you are finished.

Making calls (pg 55)

Always identify yourself

properly.

When calling a client or customer, whether in person or when leaving a

message, always identify yourself properly by providing your name,

company name and contact telephone number. For example, "Good afternoon

Mr Brown, this is Ms Brown from Officeskills.org. My telephone number is

408-555-1212."

Always be aware of confidential information when leaving messages. Also, be aware of people around you

while talking on the phone. Be discreet! Someone next to you might overhear

confidential information that could negatively affect your business.

Avoid leaving long winded messages.

Remember, someone has to listen to your message, write it down and then act

upon it. Your message may be just one of many messages that need to be handled.

It is often a good habit to write down or type out your message in advance. Keep

it brief and to the point.

Communication (pg 14)

Good communication

Speak clearly and at the right

pace

Smile and use positive friendly

expressions

Be open and straight forward

Accept others as they are

without judgement

Be flexible

Have a pleasant

sounding voiceCheck that the

person understands

youAsk questions to check your

own understanding

Do not blame others for not understanding

you

Be a good listener

Most importantly, be

real


Barriers to communication

Your selection of words

Wrong method of communication

Not being polite

Your body language is saying

something different to your

words

Cultural backgrounds

Communication delivered at the

wrong time


Tips for better

speaking

Plan before you start speaking so that you deliver

in the best possible way

Find a good way of starting off;

clear and straight forward is best

Remain focused on the point

Say what you want in short clear chunks

Allow the listener to speak as well

Do not blame people for not understanding

you

Watch for the listeners body

language


Tips for better

listening

Concentrate on what is being

said by giving the speaker your full

attention

Encourage the speaker by asking

questions

Help a poor speaker along

Communicate interest through body language Concentrate on

the person, not the haircut or

clothing

If appropriate take notes while

you are being instructed

End the encounter

appropriately

Types of clients (pg 19)

Corporate member

Wants to know the facts straight to the point can be time

poor.

New members

Can be nervous or overwhelmed with

excitement you may need to repeat and

explain things twice.

You may need to repeat and explain

things twice


Special needs member

May need a carer to help them understand the

contracts and assistance when in the gym.

The sleeping member

This member joins and never returns to your gym again but are still paying.

It a good idea to try and make contact with this

member and encourage them to return or find out

what is stopping them from coming in.


Regular member

Will use your gym two – four times a week

Will come and go with no fuss.

Experienced gym goer

Will be looking at the facility,

equipment and price.


Cultural and social

differences

Having a good sound knowledge of as many

different cultural differences as possible will

always be advantage to both parties.

Formal

Will want to know all the facts written and verbal.

Will not join until he/she understand everything may shop around and come in a

number of times before joining, sometime can be

very time consuming.

Constructive communication

To maintain effective relationships you must be aware of the differences between themselves and others and accommodate where possible

Especially if there are barriers that have potential to cause negativity.

Actively try to build trust and respect, which only can be achieved by open and honest communication

Constructive communication (pg 17)

Effective listening means you take notice of what someone is telling you, concentrating on what they are saying and not what you want them to say.

. Good active listening skills enable you to understand the customer’s internal and external needs.

Clear speech and skill questioning will enable you to communicate your needs, to clarify the customers’ needs and pass on instructions that they understand.

Cert III in Fitness SISFFIT302A Provide quality service in the fitness industry.

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Transcript of Cert III in Fitness SISFFIT302A Provide quality service in the fitness industry.