TECHUPDATE

Complaints Policy and Procedures Goals of the Policy We value complaints as they assist us to improve our products, services and customer ...

Complaints Policy and Procedures Goals of the Policy We value complaints as they assist us to improve our products, services and customer service. This policy has been designed to assist both customers and staff. Bounce Fitness is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally. We will display our complaint handling policy and procedure in our business so that customers are able to lodge a complaint easily. Definition of a Complaint Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business Recording Complaints All complaints made, verbal or written, will be recorded in the Centre at the time the complaint is made, and copied to Head Office as soon as possible afterwards. The complaint will be recorded by the staff member who took the details. When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date. Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place. There is a template provide for this purpose. All complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues. Customers’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent. Informing Customers of Progress We strive to resolve all complaints within ten (10) days. Written complaints will be acknowledged within 24 hours. Customers will be given an approximate timeframe at the time they make their complaint. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed. Customers will be informed of any changes to our products or services as a result of their complaint. Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled. Responding to Complaints All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. If appropriate to the complaint, frontline staff will resolve a complaint immediately. Complaints will still be recorded. If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person. Escalation of Complaints If a complaint cannot be resolved by the usual complaint process, it should be referred to the General Manager of the area of complaint or the CEO as appropriate and the customer will be informed and given an amended timeframe for resolution. If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where they can take further action (e.g., Office of Consumer and Business Affairs, Equal Opportunity Commission). Review of Complaint Handling Policy and Procedures Bounce Fitness is committed to continuous improvement and this policy will be reviewed regularly (at least every six months) for effectiveness and updated. This complaint handling policy is supported by management. We commit to providing this policy to all staff and displaying it in our business for customers. Customer Service Standard • Bounce Fitness sees all of the customer’s need as varied and acceptable. Bounce Fitness will tend to each one through a fair approach within appropriate timelines. • Bounce Fitness will always treat each customer with honesty and integrity. • Bounce Fitness will not assume they know what the customer wants. Bounce Fitness will always aim to dig for their needs or complaints and find out the facts. • Bounce Fitness representatives will be clear, concise, and straight to the point when conversing with customer. • Bounce Fitness must provide an initial response by the next working day to all phone enquiries and complaints. • Bounce Fitness representatives will always introduce themselves to anyone contacting Bounce Fitness. • Bounce Fitness representative will properly escalate or transfer enquiries or complaints to another person who is in a better position to assist the customer. Customer Relationship Management Policies and Procedures Customer Service StandardPolicy • ▪ Bounce Fitness considers anyone who contacts or communicates with as a valued customer. • ▪ Bounce Fitness is dedicated to giving customers the best possible customer service. • ▪ Bounce Fitness is dedicated to processing any enquiry in the timeliest way possible. • ▪ Bounce Fitness is dedicated to meeting customer’s realistic expectations in the highest quality of services. • ▪ Bounce Fitness sees all the customer’s needs as varied and acceptable. Bounce Fitness will tend to each one through a fair approach within appropriate timelines. • ▪ Bounce Fitness will always treat each customer with honesty and integrity. • ▪ Bounce Fitness will not assume they know what the customer wants. Bounce Fitness will always aim to dig for their need/s or complaint/s and find out the facts. • ▪ Bounce Fitness will address any enquiry or complaint in an easily understood way. • ▪ Bounce Fitness representatives will be clear, concise, and straight to the point. • ▪ Bounce Fitness must provide an initial response by the next working day to all phone enquiries and complaints. • ▪ BounceFitnessrepresentativeswillalwaysintroducethemselvestoanyonecontactingBounceFitness. • ▪ Bounce Fitness representatives will not address enquiries or complaints in a “run-around” manner. • ▪ Bounce Fitness representative will properly escalate or transfer enquiries or complaints to another person who is in a better position to assist the customer. . Customer Relationship Management Procedures The following procedures are maintained in the interests of continual improvement: 1. A database for customer activity: The database will contain information about the following: • Transactions-including a complete purchasing history with accompanying details. • Customer contacts from multiple channels and contexts. • Descriptive information for segmentation and other data analysis purposes. • Response to marketing stimuli -whether if the customer responded to a direct marketing initiative, a sales contact, or any other direct contact. • This data will be collected over time. 2. Customer Relationships: The overall goal of each Bounce Fitness relationship building program is to deliver a higher level of customer satisfaction than competing firms deliver. 2.1 Establishing Relationships with Customers • Smile and be courteous and friendly at all times • Use their name and introduce yourself • Ask questions to identify their needs • Create a new client file • Explain what Bounce Fitness is about and what products and services are offered • Take the new client for a tour around the centre 2.2 Maintaining Relationships with Customers • Smile and be courteous and friendly at all times • Use their name • Wear your name badge to ensure the client can identify you and your role at Bounce • Offer assistance and advice • Ask questions to identify if their needs are being met or if they need further assistance 3. Relationship programs include: • Customer service: Customer service must receive the highest priority within the Centre. Any contact or ‘touchpoint’ that a customer has with Bounce Fitness is a customer service encounter and has the potential to gain repeat business and help CRM or have the opposite effect. • Customisation: Bounce Fitness will create products and services specifically for individual customers, and not simply communicating with them as when 1-to-1 marketing. • Community: The Bounce Fitness website is allowing both online and offline businesses to build a network for exchanging product-related information and to create relationships between the customers and company or brand. The goal is to take a prospective relationship with a product and turn it into something more personal. This allows the Centre manager to build an environment which makes it more difficult for the customer to leave the ‘family’ of other people who also purchased this product. Community-based initiative working with schools, shopping centres, young or older citizens is also encouraged to ‘give something back’ to the community. This will enhance and raise the Bounce Fitness profile and engender loyalty. All of these measures are simply doing a better job through acquiring and processing internal data and focusing on how the company is performing at the customer level. 4. Addressing Customer Needs: 1. 4.1 Understanding Customer Needs: • A full consultation should be conducted when a customer becomes a new member of Bounce Fitness, to identify their needs, issues or concerns. • Members may request a consultation with a Fitness Instructor at anytime, should they wish to discuss their health and fitness goals again. 2. 4.2 Customers Rights and Responsibilities: • The Customer rights and responsibilities will be explained to them during the consultation process. 3. 4.3 Matching Customer’s Needs: • Analyse your customer's needs, issues and concerns and recommend two products and two services to give the customer options to address their needs. • A Product and Service Agreement will be signed upon the customer determining their preference. 4. 4.4 Communicating with Customers: Regular Communication is conducted with Customers in the following ways: • Email, SMS: To Communicate new products/services/specials/sales • VIP Monthly Newsletters: To communicate new products/services/specials/sales • Rewards Clubs: A card offering a bonus for repeat business, offered to all customers • Holding an ‘Open Day/Night’ to entice new customers: Held once a month and advertised in media and social media. 5. 4.5 Targeting Services to meet Customer’s needs: • Decisions made about targeting the Bounce Fitness services to meet customer’s needs are always based on up‐to‐date information about the Customer, and the Products and Services currently available. • Referrals of Services must always be based on matching the assessment of the customer’s needs to the availability of Products and Services 4.6 Handling Difficult Customer Service Delivery: Areas of difficulty may include but not limited to: • Complaint regarding another customer, a staff member, a productor service, the standard of service or a legal matter • Customers in person or over the phone • Customers from a range of social, cultural, or ethnic backgrounds • Customers who may be unwell, drug-affected, or emotionally distressed • Customers with varying physical and mental abilities • Actionsyoumustfollowwhenhandlingdifficultareasofcustomerservice: Follow Workplace Policy and Procedures for ‘Handling Difficult Areas of Customer Service Delivery’ • Remain calm and respond in a positive manner • Listen to the customer using active listening • Ask questions that allow the customer to respond effectively • Repeat back what you heard to clarify understanding • Seek assistance from your supervisor-if you cannot resolve the situation yourself • You must always use a positive manner when handling a difficult area: o Using positive language o Using empathy (if required) o Active listening Customer Service Standard • Bounce Fitness sees all of the customer’s need as varied and acceptable. Bounce Fitness will tend to each one through a fair approach within appropriate timelines. • Bounce Fitness will always treat each customer with honesty and integrity. • Bounce Fitness will not assume they know what the customer wants. Bounce Fitness will always aim to dig for their needs or complaints and find out the facts. • Bounce Fitness representatives will be clear, concise, and straight to the point when conversing with customer. • Bounce Fitness must provide an initial response by the next working day to all phone enquiries and complaints. • Bounce Fitness representatives will always introduce themselves to anyone contacting Bounce Fitness. • Bounce Fitness representative will properly escalate or transfer enquiries or complaints to another person who is in a better position to assist the customer.