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This presentation was designed to equip all fitness services staff with the discipline and skills necessary to deal with their difficult guests. It was first presented to the staff at the Miles Nadal JCC in Toronto, November 2010.
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Kvetching Kung FuStrategies for Dealing with Difficult Guests at the MNjcc
Presented by: Christopher Laurin
Health Systems Group
What’s our core purpose?(as HSG employees)
To solve unsolved problems innovatively
To preserve and improve human life
To experience the emotion of competition,
winning, and crushing competitors
To make people happy
To make people away from home feel they
are among friends and really wanted
To give ordinary folk the chance to buy the same things as
rich people
What’s our core purpose?
Our core purpose is to make every
membership visit (experience)
extraordinary
HSG’s Service Vision
Service Excellence is an integral part of the HSG brand; and differentiates us from our competitors.
HSG’s Service Mission
HSG’s customers experience our programs and services as inspiring. We do this by Managing the Customer Experience.
What does Service Excellence mean to YOU?
① Welcome your guests② Use their name③ Take care of their needs④ Thank them for coming⑤ Invite them back
Service StatisticsOnly 4% of your members will complain
1:26 ratio
It costs 5-6 times MORE to get a new member
54-70% will continue to stay with you if you resolve their complaints quickly
Dissatisfied members will tell up to 10 other people about their dissatisfaction
If it costs you $1,000 to If it costs you $1,000 to get a new member, it get a new member, it takes only takes only 1010 seconds to seconds to lose one and up to lose one and up to 1010 years to overcome the years to overcome the direct and indirect losses direct and indirect losses resulting from that resulting from that member leavingmember leaving..
Kvetching Kung FuStrategies for Dealing with Difficult Guests
Kvetching[kvech] - intransitive verb:
1. to complain habitually
noun:1. a complaint;2. a habitual complainer.
origin:Kvetch comes from Yiddish kvetshn , "to squeeze,
to complain," from Middle High German quetzen, quetschen, "to squeeze.”
Kung Futerm
Kung fu or gongfu or gung fu is a Chinese term often used in the west to refer to Chinese martial arts characterized by self-defense tactics.
Its original meaning is somewhat different, referring to one's expertise in any skill achieved through hard work and practice.
Kung Fu
Kvetching
Why would a member at the
be upset?
Some Reasons WhyThey’re in a hurry
They’re already upset at someone else
Their expectations have not been met
They’re promised something that isn’t delivered
They feel no one listens to them
They’re tired, stressed out, or frustrated
Some Reasons WhyThey are told two different things by two separate staff members
They want to control or manipulate you by
making a lot of noise
They’re confused, overwhelmed, nervous, anxious, or worried
No one pays attention to them
They’re treated poorly or discourteously
The Difficult Guest
Guest’s Can be …
The Distracted Guest
The Disappointed Guest
The Disruptive Guest
L
A
S
T
isten
pologize
olve
hank
Skills for Diffusing Anger
Identify the angry customer. Learn to read verbal and non-verbal
language.
Diffuse the customer’s anger. Deal with the customer’s feelings.
① Empathize
② Ask questions
③ Give feedback
④ Summarize the problem
Sometimes YOU mishandle a situation
First, you can admit your mistake and apologize
If you think the situation is serious enough, you can refer it upward to your supervisor.
Never…
allow yourself to be drawn into the customer’s negativity
argue or engage in power struggles
blame the customer for any part of the problem
use sarcasm with a customer
personalize the situation or get caught up in the emotionalism of
the encounter
There is only one way to deal with abusive situations
Don’t react
Draw the line
Follow-through
A Baker’s Dozen of Opening Lines and Phrases
“Certainly Miss, what seems to be the problem?”
A Baker’s Dozen of Opening Lines and Phrases
“I understand your concern. What do you think would be fair?”
A Baker’s Dozen of Opening Lines and Phrases
“Julie, I’m so sorry this has happened. How can we resolve this for you?”
A Baker’s Dozen of Opening Lines and Phrases
“Sir, you deserve the very best and we seem unable to provide it. Because I want you to be well served, may I suggest…?”
A Baker’s Dozen of Opening Lines and Phrases
“Although you may not agree with my decision, I’d like to explain it so you will at least understand.”
A Baker’s Dozen of Opening Lines and Phrases
“Let me do some investigating on my end and call you back. Would you prefer me to call you this evening at home, or tomorrow morning?”
A Baker’s Dozen of Opening Lines and Phrases
“Have I done something personally to upset you? I’d like to be part of the solution.”
A Baker’s Dozen of Opening Lines and Phrases
“Thank you for bringing this matter to our attention. We will address it right away.”
A Baker’s Dozen of Opening Lines and Phrases
“We love to hear feedback from our customers - both positive and negative. It gives us a chance to always be upgrading our services to you. Thank you for sharing your concerns with us.”
A Baker’s Dozen of Opening Lines and Phrases
“It’s obvious that I have not been able to help you. If you don’t object, I would like to let a colleague of mine attempt to better meet your needs.”
A Baker’s Dozen of Opening Lines and Phrases
“Unfortunately, we are unable to give you a full-price refund without a receipt. I can, however, authorize a credit for the current sale price.”
A Baker’s Dozen of Opening Lines and Phrases
“We see this differently, and I’m going to have to put more thought to the perspective you have shared with me. It’s helpful for me to understand how you see things. In the meantime, here’s what I can do to solve the immediate problem.”
A Baker’s Dozen of Opening Lines and Phrases
“If I hear that language again, I won’t be able assist you. Unless we can find a different way to communicate, I’m going to have to hang up (then, keep your promise).”
Kung Fu
Kvetching
Our core purpose is to make every membership visit
(experience) extraordinary
www.healthsystemsgroup.com
@HSGCanada
healthsystemsgroup.wordpress.com
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