Customer Services

It’s not practical for the teachers to administer the business at the same time as they are supposed to be teaching. They are experts at teaching – not administration or dealing with customers. It’s not easy, but try separating the two.

There will be basic administration and financial functions to perform:

• Enrolling customers
• Finding the right class
• Booking the pool
• Ensuring equipment is available
• Class movements at the end of each course
• Maintaining progress registers
• Ordering and distributing awards
• Dealing with renewals
• Telesales……
• Dealing with complaints and awkward customers…….

Try and set aside some specific times when customers know you will be available to talk about any issues they may have – you need to make yourself available. Yes – customers will ring at all times – you are supposed to be there 24 hours a day, 365 days a year. An answer-phone on a separate dedicated line - (not your home number), may be appropriate, if you want any peace!