Also know the basic knowledge of fitness.
We must solve the problem for our guests.
Rules and regulations of customer service department
I. Have a good mental outlook and work attitude at work, and don't make phone calls or send messages at work.
2. Go to work on time, know your shift, and don't change shifts without permission. If there is a shift change request, an application should be made to the department manager in advance, and the shift change can only be carried out after approval.
Third, you must wear work clothes and work cards when you go to work. The dress code should be neat and generous. Slippers and exaggerated pendant earrings are not allowed during office hours, and clothes should be light and thin.
Fourth, don't laugh loudly and don't fight at work; Don't eat, drink, make phone calls, send messages or do indecent acts in front of members or customers.
5. In business, welcome "Hello! Welcome "and" Thank you for coming, please walk slowly "loudly. Polite expressions: "Hello! Please wait a moment. " Please take your card (bag). What can I do for you? Wait a minute.
6. Employees are not allowed to leave their posts during working hours. If anything happens, they must do a good job of handover.
7. Be a warm and friendly member, and make polite language a habit. If there are complaints from members, please find the manager to deal with them, but smile kindly. It is strictly forbidden to have disputes with members (especially in the clubhouse and in front of customers).
Eight, check the standing items in the morning shift. Such as pure water, fitness cards, receipts, contracts, drinks, fitness bags, towels, etc. , are sufficient, insufficient to timely supplement.
Items that need to be collected or supplemented must be reported to the manager in time (completed before 16: 30 every day) to ensure that there is no shortage of items during the peak period.
Nine, accurately issue keys and confirm whether the membership card is used normally. At the same time, assist member consultants to register prospective customers.
Play music according to club regulations: light music will be played at 09:30- 18: 00 in the morning, and music with a little rhythm will be played after 18:00 in the evening. Strictly control the use of club front desk audio equipment, play light music after 2 1: 00 in the evening, and turn off all audio-visual equipment at 22: 00.
Eleven, before the start of the course of the coaching department 10 minutes, the upcoming course will be broadcast twice.
Twelve, half an hour before the end of business, the audience broadcast twice before the close.
Thirteen, check whether the keys are complete before going to work, whether there are things left by members, wrong cards, etc. , make records and hand them over to the manager; Check whether the water bar and front desk accounts are filled in accurately. In order to facilitate the smooth progress of business tomorrow.
Reception language
1. When a member comes in: "Hello! Welcome to visit! Please show me your membership card ~ ~ ~ Please wait a moment ~ ~ 1 18 Your hand card, please take it! "
2. Members leave: "Please wait a moment,101Your card, please keep it, thank you for coming, please take care!"
3. Non-member visit: (Please register as a guest first) Please register here. Do you have an appointment? Have a nice visit (after registration)!
4. Answer the phone: "Hello! Acceleration ".
(Consultation) Please wait a moment! I'll transfer you to our member consultant, and you can consult him in detail.
(looking for someone) Please wait a moment! (If not) Is there anything important I can tell you? "
Those who violate the above rules and regulations will be given a verbal warning for the first time, fined 20 yuan for the second time and fined 50 yuan for the third time.
Encouragement and reward
1. 200 yuan will be rewarded if he does not violate the regulations of the club and the department this month and is full-time and outstanding.
2. Put forward constructive suggestions and reward the club for increasing income or improving work efficiency.
3. Have a strong sense of responsibility, reduce losses for the club and give rewards.
Those who win the honor for the club will be rewarded.
punish
1. Do things unrelated to work during working hours, such as reading magazines, playing chess, playing cards, watching TV, sleeping and playing online games. The first verbal warning; First penalty 10 yuan; 20 yuan was punished for the second time.
2. Failure to observe the dress code of the club, such as not wearing work cards and slippers during working hours. The first verbal warning; First penalty 10 yuan; 20 yuan was punished for the second time.
3. Go to work and leave your post. The first verbal warning; First penalty 10 yuan; 20 yuan was punished for the second time.
4. Use personal mobile phone and PHS to send messages and play games in front of members or customers. The first verbal warning; First penalty 10 yuan; 20 yuan was punished for the second time.
5. Violate/refuse to accept the decision instructions, policies or working procedures of the department manager. Punish 20 yuan for the first time; 50 yuan was punished for the second time.
6. Sloppy, slack and passive work leads to service impact, property loss or guest complaints. The first verbal warning; 20 yuan was punished for the second time.
7. Eat and drink from clubs or guests. Punish 20 yuan for the first time; 50 yuan was fined for the second time.
8. Show false certificates to clubs or customers, and report the fraud. Punishment 100-500 yuan or dismissal.
9. If you don't hand it in at the club, you can keep it for yourself, such as cash and mobile phone. Penalty 100-500 yuan and dismissal.
10. Overcharging or underpaying customer fees, changing bills, receipts or not registering for personal purposes. Fine 100-500 yuan or deduct all wages and be dismissed.
Other work details:
First, the reservation of spinning bike.
Reservations can only be made after 16: 00 on the same day, and you must bring your card signature. If the telephone appointment is not accepted, the staff will be severely punished instead of making an appointment.
Second, stop the card, transfer the card, and replenish the card.
1. card suspension: it must be confirmed by the member himself, and the card suspension record must be filled in and checked accurately. The annual card can be stopped for up to three months, which can be divided into three times, but it must be in months. All staff will be severely punished if they stop.
2. Card transfer: check the remaining time before handing it over to the member consultant on duty. Save the written materials after handling the card formalities. A card can only be transferred once.
3. Card replacement: correctly charge the card replacement fee and issue a receipt. And fill in the written information accurately.
Information such as card stop, card transfer and card replacement should be submitted to the department manager before the end of business on the same day.
Third, it is forbidden to gather people to chat at the front desk.
It is forbidden for employees to gather at the front desk to chat.
Staff shall not intentionally chat with front desk members.
Consultation: it should be immediately handed over to the member consultant and guided to the business field for consultation.
Complaint: Members should be politely brought to the office immediately and handled by the manager on duty.
Fourth, health.
Clean at least three times a day: morning shift, noon, peak period1before 8: 00, and always pay attention to keep it clean and tidy.
Five, eat time regulations
Thirty minutes! We should do a good job of handover.
Six, after work or after work handover
Written handover, counting cash and unpaid balance, etc.
Seven, the front desk items neatly arranged.
Commonly used documents are placed in standard, and personal items are not allowed to be placed at the front desk. And clean up the garbage regularly!
Eight, beverage pre-storage
We will never accept pre-storage except for pre-storage.
IX. Matters needing attention when consulting materials and making accounts
Check all unopened cards in the membership card registration form. It is strictly forbidden to read contracts and accounts in front of members. In the evening, you should start to make accounts when there are not many members. When you do the accounts, you should keep it a secret. After you check out, you should put the bill and contract in the drawer immediately.
X. Precautions for Cashiers
1, don't ask questions, look at the contract set.
2. Look at the contract and distribute gifts. And let members sign the record form for confirmation.
3. Look at the contract to confirm whether to open the card.
When opening the card, let the members sign the card opening record form for confirmation.
4. Take photos and accurately store them in the computer.
XI。 Working capital management
On that day, all cash (except the reserve fund) at the front desk and the water bar was kept by Manager Zhang of the logistics department.
12. Pay close attention to people who have repeated experiences.
The single consumption is included in the front desk unified commission 10%, but the visit registration must be made, and the visit registration (name and contact information) should be followed up by the sales staff on duty.
Thirteen, air conditioning switch time
The opening hours in winter and summer vacation are 18: 00, and will be closed after members leave. Spring and autumn can be flexibly changed.
Fourteen Contact with sales
1. The customer brought the experience coupon, business card and DM. (first, guide the registration. If there is a signature, go directly to the signer. If there is no signature or the signer has left, you should contact the sales reception on duty. If the signer is absent, contact the sales manager or reception manager on duty)
Step 2 make an appointment. (It means to find someone to receive the sales reception. If the sales are not available, receive the reception from the sales manager on duty or the manager on duty. )
I have been here before. (first guide the registration and ask if you remember who you received before. The customer clearly remembers that the sales reception should be connected. If sales are not available, contact the sales on duty or the reception of the manager on duty)
Step 4 visit. (First, guide the registration, and politely ask whether to make an appointment and whether it is the first time to come. If not, you should contact the sales reception on duty. If not, you should follow Articles 2 and 3.)
5. Members bring experience. (first guide the registration and ask if there is an appointment. If there is an appointment, it shall be implemented according to Article 2. If there is no appointment, put through the sales reception.)
6. Find someone, wait for someone. (Guide the registration first, then take the sales duty)
7. Those who are unwilling to register after explanation shall be promptly transferred to the member consultant or duty manager. Do not introduce related business to visitors or members, which will affect sales. Visitors or telephone inquiries should be transferred to member consultants for explanation as far as possible.
8. New members exercise for the first time. (According to the prompt, please ask the member to confirm the card opening and inform the member consultant of the member to follow up in time. If the member consultant is not available, you should contact the duty member consultant or duty manager for reception in time. )