2008 Abbotsford Curling Club Complaints & Service Policy

Complaints or Suggestions

The club has decided to make sure our Customer Service is as good as it can be. It is very important to listen to our members and take further action on their complaints and suggestions. We need the members to submit their concerns in writing and address them to the Policy Official. Complaints & issues will be investigated and dealt with by the Policy officer and our two Vice Presidents. The results and their follow up will be made to the person filing the written complaint. File them in a sealed envelop in the mail slot in the office.

Customer Satisfaction

Curlers are human beings; they react to positive, indifferent or insensitive treatment received from club personnel.  A positive or pleasant reception can produce a harmonious relationship that may last for many years.
On the other hand, initial misgivings can deepen into complete discouragement if a curlers early experience in our curling club is unpleasant. A would-be curler or even a more–seasoned one who encounters an indifferent reception in the lounge or unfriendly UN welcomed attitude from other curlers on and off the ice may not become a repeat user of our club.
All members and staff need to promote and provide friendly courteous service. Provide every member or visitor with service, respect and knowledge, which makes them feel welcome and appreciated.
 

Ten tips on Quality Service

Our Curlers….

• Are the most important people in our business
• Are not dependent on us; we are dependent on them
• Do not interrupt our work; they are a reason for it
• Do us a favor when they call; we are not doing them a favor by serving them.
• They are not mere statistics; they are human beings with feelings and emotions
• Are a part of our business- not outsiders
• Are not persons with who to argue or to match wits
• Are not persons who bring us their wants; it is our job to discover and to satisfy those wants.
• Deserve courteous, attentive treatments
• Are the lifeblood of our business

We must work at keeping the Customers we want. To do that, we need to make a conscious effort to learn if our customers are satisfied enough to want to come back, again and again.
Changes can we make to satisfy the needs of the curlers we already have and to get new ones into our club.

• Instruction for improved performance and skill levels
• Make everyone feel they are important to our club
• Fun events, Mixers and Socials
• Ice time available for practice to improve skill levels of club curlers