The club managers webinar series, helps both newer and experienced managers to raise awareness and implement practical tools and techniques in their clubs.

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Next Webinar - 25th February - Delivering Exceptional Member Service

 

Whilst clubs have many different ‘types’ of members, they all have the same desire - to receive prompt, helpful, and friendly service. Recognising and understanding the core aspects of customer service and determining what your members want are the foundations of quality customer service.

 

Once you have these, the next steps are working out how to provide service in such a way that delights them, so they keep coming back – even when there are occasional hiccups!

 

During the webinar, we will explore different to consider and look at the ways you deliver customer service in your club and the areas of focus that can refine and recalibrate your club's member service delivery Specifically, we will cover:

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•    What is Quality? – When it comes to member service what is the difference between standard or average customer service and exceptional or stand-out customer service? And, how do you position your club and team to be able to deliver exceptional services? 
•    Service Delivery – A look at the five critical areas of service delivery and the importance of the service profit chain. 
•    Member Relationships - Most people want to deal with people they feel some sort of connection or bond. Even when the connection is fleeting, people prefer ‘feel-good moments’ to those that leave them feeling dissatisfied or uncomfortable. Building Member relationships is a key component of delivering exceptional member services.
 

Date: February 25th 2025

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Time: 2.00pm AEST/3.00pm ADST

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Duration: 1 Hour

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Cost: $50 (excl GST) per participant

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Click the above link - "Register and Pay" to secure your spot. Following registration, you will be sent a link to join the Zoom meeting at the designated day and time.