Customer Service

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Number of members

• Select from range

Number of non members

• Select from range

• Queue management of receptionists<br>

  Yes

  No

  N/A

• Standard of the exterior of the building

  Good

  Acceptable

  Poor

• Changing room & sauna check sheets up to date

  Yes

  No

  N/A

• Staff welcoming

  Yes

  No

  N/A

• Are they in correct uniform

  Yes

  No

  N/A

• Do they have correct trainer colours

  Yes

  No

  N/A

• Do they look presentable

  Yes

  No

  N/A

• Are they in the correct location

  Yes

  No

  N/A

• Are they wearing name badges

  Yes

  No

  N/A

• Are they wearing any jewellery, chains or hoop earings

  Yes

  No

  N/A

• Are they standing straight/sitting upright? i.e no leaning or slouching

  Yes

  No

  N/A

• Are they alert

  Yes

  No

  N/A

• Enter any comments or issues on staff below:

• Question some customers on there visit

  Excellent

  Good

  Poor

• How can we improve our performance for your visit

• Phone being answered within six rings

  Yes

  No

  N/A

• Staff interactions

  Good

  Reasonable

  Poor

• Details of any poor performing staff

• Evidence of cross or up selling by staff gauged by the amount of people coming through reception

• Examples of empowerment of staff

• Ask staff questions about program for the day

• Question staff about positive news happening around the site

• Positive promotion of Aquaterra or events that are taking place

• Comments on visit

• Cleanliness

• Maintenance Issues

• Add media

  Media

• Add media

  Media

• Add media

  Media

• Customer issues

Overall Score

• Each correct or positive answer is worth 10 points

  Yes

  No

  N/A

• Select from range