I am required to write a response to a dissatisfied customer via email.

The customer has written something along the lines of:
- Never any spin bikes available in facility
- Classes often overcrowded
- They are often faulty (seat loose, etc)
- Other members are "reserving" them
- Asthmatic and riding outdoors is not an option


How would you respond to the client with a SOLUTION to the problem whilst acknowledging her problem and maintaining a positive relationship with the client?



Not necessary to write a full response (unless you REALLY want to.. ), mainly after some pointers of what to include whilst responding to the client from the point of view of a fitness center.

(*) say something along the line 'very sorry that you have had that experience ... and point out periods/classes when there are not such problems'
(**) 'we are doing our best and try to have someone on hand who is capable of fixing those problems, please always approach one of the available staff so that is can be followed up quickly'
(***) 'we only allow reservations for priority clients ... with your condition we gladly add you to that list ... but please understand that there is a limited number of equipment, we monitor the use and will increase the number of spin bikes when needed and budget available'

also 'as compensation for your inconvenience we provide you with three (could be one or two as well) months free membership'

hope those pointers help - would have been better if you'd named the thread "customer relation" or similar, just wondered what it was about else wouldn't even have looked

ps - with you being in australia you could always ring julia gillard for advice, she's got plenty time right now

This post was edited by brmv on Jul 1 2013 12:55am

i lol'd hardcore at this.

thanks for your response!!

my cheering came on hearing 57:45

Haha me too!

but they're just as bad as eachother. she's a lieing redhead, and he's a twofaced bipolar 'second-chance' rat who's really gonna fuck up this nation.
i really hope australia isn't as silly to re-elect rudd AGAIN after his last 'period' in leadership..

This post was edited by LilGugz on Jul 1 2013 02:11am

actually rudd's key mistake was that he wanted to do too much himself (which is somehow understandable when one looks at the bunch in the labor caucus at that time)
would never have voted for gillard but rudd is definitely an alternative to abbott - with turnbull it would be a different matter
there has been a lot of good cleansing of the labor caucus (the only one who imo definitely needs to vanish is swan)
want to see what policies come up in the next few days and perhaps in august/september http://www.aph.gov.au/About_Parliament/Sitting_Calendar
while i would have definitely voted against gillard, now it's informal vs pro-rudd

Just say sorry there is limited space in the facility for equipment and then go on to mention the times that the facility is less busy and to try then.
Classes are popular and in high demand, reccomend a less popular class or small group classes.
We will check that thankyou for bringing it to our attention, if in the future you experience any problems please alert a staff member and we will do our best to resolve the issue.
Members are not allowed to reserve equiptment, it is against gym policy. Please report any issues to a staff member and the culprit will be dealt with.
I wouldn't even bother talking about the asthma issue to be honest it has no relevance to the problems at hand. You have a gym membership, you are going to use the gym not ride outside, it's like saying go lift some wood or bricks instead of weights. It is stupid.