Jack Alexander has recently taken over ownership and management of a small leisure centre, consisting of a gym, swimming pool and cafe.
There are 25 existing employees, none of whom have received any customer service training. All staff appear to have different ideas of what customer service means.
The number of customers visiting the leisure centre has steadily declined over the past two years and Jack wants to turn this situation around.
Customers complaints about the irregular opening hours and poor services are being shared with staff, but these are not be reported or actioned. When customers are keen to purchase products, they are often out of date or not available.
The café seems to have very few visitors with customer feedback reflecting on poor menu choices and limited selections – especially for responding to different dietary requirement. Business is earning a very poor reputation for services on social media.
The staff are unhappy too, complaining that their roster changes regularly. They have never received any type of customer services training. They know that some of the equipment in the gym is not being used correctly – and is increasing the chances of risks.
Fully explain the situations and provide some options for the owner to consider. Include the need for a budget, and the importance of knowing that WH&S is being complied with when undertaking different jobs.
Provide some innovative ideas for improving current customer services.
Provide five (5) recommendations that the business could consider to resolve some of their problems – and improve their customer services.