ACN10-Case Study (Release 2) - 복사본

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ACN10

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ACN10 Address client needs Case Study v1.1 (2020/03/31) ACN10 Address client needs Name Email address ASSESSMENT Case Study One Read through the following case study. You should reflect on your learning and your own research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. 1. List below at least four organisational policies and procedures that are relevant to the gym and briefly describe their purpose. Communication protocols These describe the steps for a consistent process for communicating at theworkplace. For example, they may out research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Page | 1

ACN10 Address client needs Case Study v1.1 (2020/03/31) Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. - line the process for getting back to customers after they have made an enquiry. Complaint procedures - A complaint procedure will outline explicit step-by-step measures to resolve and/or refer a customer complaint. Customer service procedures - This type of procedure will outline how to greet a customer, how to follow up, what to say, what not to say, etc. Reporting procedures - Each workplace will set a procedure about how they will use information to generate reports. In WHS, all notifiable incidents must be reported to the relevant state or territory authorities. Customer feedback needs to be gathered and used for reporting purposes to ensure continuous improvement. Personal presentation policy - This type of policy will outline the expectations of a dress code; the way to wear hair; rules surrounding makeup, jewellery, piercings; etc.. 2. List at least 3 examples of legislation relevant to customer service and how it must be addressed. 1. Work health and safety Laws relate to how employees and customers are kept safe inthe establishment. This can be implemented by addressing safety rules and usingappropriate signage around the gym. 2. Australian Consumer law is a national law for fair trading and consumer protection. Based on this law, we must give our customers the best service when possible andalways keeping our word 3. Equal opportunity and anti-discrimination laws: Equal opportunity legislationprevents Page | 2

ACN10 Address client needs Case Study v1.1 (2020/03/31) anyone from being treated differentl research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario Page | 3

ACN10 Address client needs Case Study v1.1 (2020/03/31) You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your manager to cover in the induction training. Prepare your presentation by completing the sections below. research within this unit. Prepare a response that responds to the case study presented below. Your response must reflect your knowledge, skills, and application for this unit. Scenario You are the Customer Service Team Leader at the Feel GR8 Health and Fitness centre. Your members have access to a wide range of group fitness classes, a fully equipped gym, and personal training is available at an additional cost. You have two new customer service staff members starting next week, and you have been asked to complete their induction training. You have been given a list of topics by your Page | 4

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