Members for Life - Couverture souple

Gerson, Richard F.

Couverture souple

ISBN 10 : 0736000038 ISBN 13 : 9780736000031

Editeur : Human Kinetics Publishers, 1999

Synopsis

Nearly every health and fitness club has state-of-the-art equipment, comprehensive training programmes and qualified staff. Based on the premise that customer service is critical to the success of every club, this marketing text aims to show how to develop a customer service standard that will keep members coming back once they have joined. The auth or provides a worksheet to calculate the cost of losing a member. He describes the services that members want, need and expect; identifies crucial skills from basic telephone and communication skills, to tips for managing angry members. Checklists are provided to reinforce the theory and practice.

A propos du livre

À propos de l'auteur

Richard F. Gerson is president of Gerson Goodson Performance Management. He has lectured extensively and conducted workshops and seminars across the nation on customer service, retention, and club business. He has been a featured speaker at many industry conventions, and he is one of the International Health, Racquet & Sportsclub Association's top speakers. He has written 10 books on marketing and customer service, including Marketing Health/Fitness Services and Beyond Customer Service.

Gerson received his PhD in Sports Psychology from Florida State University in 1978. He is certified as a management consultant, professional consultant, professional marketing consultant, and American College of Sports Medicine health/fitness director. In his free time, Gerson enjoys reading, exercising, playing basketball, and spending time with his family.

Détails de l'édition

• Éditeur: Human Kinetics Publishers
• Date d'édition: 1999
• Langue: anglais
• ISBN 10: 0736000038
• ISBN 13: 9780736000031
• Reliure: Broché
• Nombre de pages: 232
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible