Beyond Service With a Smile

Beyond Service With a Smile explains how health/fitness clubs can achieve anoutward focus in their customer service efforts. The DVD looks at key steps thatcan be undertaken in recruiting, training, inspiring, and motivating customerservice-oriented staff. The DVD explores why it is important for clubs to definetheir core values-what exactly do they stand for and what are they lookingfor. The DVD also reviews a number of best practices with regard to recruitingand hiring employees. In addition, the DVD details examples of service-relatedexpectations that clubs should have of their staff, as well as what can be done toteach employees to recognize service opportunities. The DVD also discusses howclubs can measure service in their facilities.

Among the topics covered:

• Proactive vs. reactive recruitment
• Core values & job description
• Your team = talent scouts
• Best practices
• Onboarding
• Defining standards of engagement
• Recognizing service opportunities
• Experience mapping
• Measuring service in your club
• Inspiring and motivating your team