Leadership and Management
reezsilakar
customer-relations-operational-plan.pdf
Customer Relations Operational Plan
Overview
Executive Summary
Bounce Fitness is a chain of four (4) Fitness Centres located in Cairns, Brisbane, Sydney and Melbourne with
the head office located in Cairns.
Key services include personal use of state-of-the-art fitness equipment and personal training.
Bounce Fitness Relationships Plan has been developed with the stages of implementation detailed in
Operational Plans for employees and customers.
Mission
Bounce Fitness will ensure that best, business practice complies with all legislative requirements. This will
ensure our employees and customers are treated with respect incorporating relevant industrial relation and
customer service best practice.
Relationships Plan Objectives
1. Bounce Fitness has the Strategic Objective of having less than two (2) complaints from customers at
each service per year.
2. To increase customer satisfaction by 10 per cent.
3. To provide high quality service to meet individual customer requirement through human resource
policies that create a positive environment.
4. To inform customers of new services and products.
5. To use feedback from customers to improve services by undertaken regular surveys.
Key Performance Indicators
Key performance indicators are metrics used to help a business define and measure progress towards
achieving its objectives or critical success factors. They are quantifiable measures that can be expressed in
either financial and non-financial terms and reflect the nature of your plan.
Consultation Strategies – Key Stakeholders
Stakeholders Role in the Problem Priority Level Consultation Method
CEO Overview all sites to ensure
that customers are satisfied
with services provided
Keep informed • Reports
communication
Centre Management
team
Manages and gives feedback
to management and work
directly with employees and
customers to ensure
satisfaction
Manage closely • Meetings
communications
Customer Give informed comments
and feedback on their
feelings of the service
provided .
Keep satisfied
• Surveys
communications
Employees Give feedback from
customers to Managers
Manage • Surveys
communication
Activity Objective Resources Procedures Responsible Person When Budget KPI
Completing
overview of
complaints from all
services
To reduce customer
complaints from
customers at each
service per year.
Complaint Report
Forms
Manager compiles
any complaints and
forwards to CEO.
Managers
CEO
15th of each month Minimum of two (2)
complaints per year
Employees focus on
services provided
To increase
customer
satisfaction
Bounce IT planning Employees
customer service to
individuals is a focus
Fitness Instructors Every session with
customer
Positive feedback to
increase by 10%.
Monitoring of
employees work
practices and
attitude
To provide high
quality service to
meet individual
customer
requirement
through human
resource policies
that create a
positive
environment.
Staff Surveys
Customer Surveys
Review and monitor
staff performance
with customers to
ensure that they are
meeting Mission,
Goals and Values
Manager Daily
Individual Service
Satisfaction of 90%
Marketing
information to be
forwarded
To inform customers
of new services and
products.
Brochures
Emails
Signage
Marketing Manager
to devise a plan,
produce
promotional
material and
forward to
employees and
customers.
General Manager,
Marketing
Prior to
commencement of
new product
Customers informed
of new products one
month prior
commencement.
Undertaking
customer surveys
To use feedback
from customers to
improve services by
Customer Surveys Manager to analyse
and forward
information from
Manager
CEO
Every six months –
March and August
Feedback to be
analysed for
undertaken regular
surveys.
survey to CEO who
will review for
potential
improvements
implementation
within 2 months
