ACSM Health & Fitness Summit

VI. Member Satisfaction

1. Member Loyalty


2. Overview of Member Satisfaction


3. Measuring Member Satisfaction

VII. Handling Member Complaints

1. Dealing with Complaints and Problem Solving


2. Ten Steps for Handling a Complaining Member


3. My Complaint Action Log

VIII. Closing

1. Personal Commitment


2. Staff Pledge to Members


3. Evaluations

RESOURCES

1. “Fish Philosophy Training”, Enterprise Media, Cambridge, MA, 1998


2. Fitness Management, 3 rd ed., Stephen Tharrett and James Peterson, 20 12 , Healthy Learning
   Publishers


3. “Improve Retention: It Begins On Day One of Their Membership”, Cary Wing, 2012 , Healthy Learning
   Publishers


4. “Relationships, Results, Retention, and Referrals”, Michael McDonald, 2012, Healthy Learning
   Publishers


5. “Customer Service: Making Members Feel Special”, Patricia Kirk, 2012, Healthy Learning Publishers


6. YMCA Membership By Design, 2001 , YMCA of the USA