Handling enquiries, whether in-person or over the phone, is a crucial aspect of customer service and communication.
Proper handling ensures a positive experience for the member, contributes to the club’s reputation, and can potentially lead to increased sales or member satisfaction. This document provides guidelines for effectively managing both in-person and phone enquiries.
Preparing for Enquiries:
Know Your Products/Services: Familiarise yourself with the products or services offered by the club. Understand the features, benefits, pricing, and any relevant policies.
Learn Common Enquiry Types: Identify common types of enquiries you may receive and prepare responses for each. This may include questions about member information, pricing, availability, promotions, or complaints.
Master Communication Skills: Develop effective communication skills, including active listening, clarity in speech, and empathy towards customers.