Studies For The Service Recovery Strategy Of Beijing Commercial Fitness Club

Changed with the economical development and the opinion of people, more and more people start to pay great attention to the health, especially in Beijing this kind of metropolis, "the club fitness" to integrate people's daily life gradually. In the last few years the massive fitness club establishes in Beijing, including the large-scale chain-like club which is famous by the brand for example:Body time of strength, messenger bird, Alexander, vast sand and so on, also has the small fitness club. In the profession steep competition causes the customer more and more rationality which Beijing Commercial Fitness Club faces, is also getting higher and higher to grade of service's request, enhances the customer to the club degree of satisfaction, can guarantee the commercial fitness club stable source of tourists and the long-term benefit. In fact, Beijing Commercial Fitness Club's grade of service is at present rises unceasingly, but has not been able to achieve the Total Quality Management initiative so-called "zero flaw" and "first time handles rightly the matter" the standard, therefore, after the service fault's service recovery underlines its importance, this article has conducted the research and the analysis on this question.This article utilizes the research technique has the questionnaire survey procedure and on the spot the interview law. Selects method which face-to-face visits, to arrives at the member who Beijing Commercial Fitness Club carries on the exercise to carry on the sample investigation visit. Extracts 20 clubs, each club provides 10 questionnaire. The questionnaire content including the service fault situation investigation, the service recovery situation investigation and the customer expects the service recovery investigation.The basis to chooses the sample the statistical survey, this article the statistical analysis conclusion which makes a mistake to Beijing Commercial Fitness Club service and recovers to be as follows:At present in Beijing Commercial Fitness Club appears the service makes a mistake much to serve the fault which the transducer fault and the staff spontaneous behavior cause. In the most Beijing Commercial Fitness Club, the internal service recovery work is very imperfect, lacks generally to a staff's understanding, the drive and the authorization. At present Beijing Commercial Fitness Club implementation number of times most remedial treatments are the apology and the recovery processing, most fitness the club to serve the recovery also insufficiently to take seriously. Must complete in the service recovery with customer's communication; Gives a staff's certain authorization; Informs the customer matter's progress promptly; Politeness treatment customer, respects the customer; Gives the customer in certain situation by the reasonable compensation; Explains the question reason in detail for the customer; Provides a good processing question for the customer the environment.This article has analyzed the present Beijing Commercial Fitness Club service fault principal aspect on the spot in the questionnaire survey with in the interview foundation, satisfies take the customer as the objective point and has a footing the spot, from the service recovery type, the internal service recovery has analyzed the service recovery to the customer satisfactory influence, draws the following conclusion: Regarding the service recovery's type, the majority of members to serves the recovery the expectation to place in the emotion recovery, but to the material recovery's expectation was not very high; Completes the internal staff's internal service recovery, thus has satisfies the staff regarding to enhance the customer degree of satisfaction to have the influential role.This article through the research and the analysis proposed that below suggested to Beijing Commercial Fitness Club service recovery's strategy:First, sets up the service recovery idea correctly, strengthens the internal service recovery; Second, is authorized reasonably to a staff, strengthens a staff to train; Third, completes in the daily transport business to the service defeat's prevention and the recognition; Fourth, completes service recovery in the daily transport business four steps:Confirmation service error; Solves the customer problem; Reorganization material, search reason; Improvement grade of service.