Turning the Ordinary Into Extraordinary: 5-Star Customer Service for the Fitness Industry details the critical components of exceptional customer service in health/fitness clubs. The DVD implores clubs to adhere to “5 star†thinking when it comes to setting service expectations for their facilities and obtaining staff support to implement them. The DVD also explains how clubs can wow and retain new members by taking steps to help ensure that each individual's membership journey begins properly. In addition, the DVD discusses how facilities can retain existing members by offering “5 star†service, as well as increasing their engagement with them. Finally, the DVD reviews a 5-year plan that clubs can adopt to experience continued growth in their level of exceptional member service.
• Components of exceptional customer service ? 5-star thinking
• Sparkle
• Pyramid of success
• Recognize & celebrate
• The power of 5
• Implementing service expectations and obtaining staff support
• New members: wowing and retaining beginning the journey
• 5-star service for existing members ? increasing engagement and retention
• The 5 year plan for continued growth in exceptional member service
