Customer services

Below is advice on ensuring effective customer service within your swim school

Customer service

It’s not practical for the teachers to administer the business at the same time as they are supposed to be teaching. They are experts at teaching – not administration or dealing with customers. It’s not easy, but try separating the two.

There will be basic administration and financial functions to perform:

  • Enrolling customers
  • Finding the right class
  • Booking the pool
  • Ensuring equipment is available
  • Class movements at the end of each course
  • Maintaining progress registers
  • Ordering and distributing awards
  • Dealing with renewals
  • Telesales……
  • Dealing with complaints and awkward customers…….

Try and set aside some specific times when customers know you will be available to talk about any issues they may have – you need to make yourself available. Yes – customers will ring at all times – you are supposed to be there 24 hours a day, 365 days a year. An answer-phone on a separate dedicated line - (not your home number), may be appropriate, if you want any peace!

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