Programme Planning

Customer Service

The participants of a tennis programme, whether individual based or group sessions, should be treated as customers to a service. A ctennis facility / club development or coaching programme can be the heart of a club's  or coach's business. The following examples define what good customer service means to a tennis related programme when treating the participant as the customer.

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get customers to come back, your business won't be profitable for long.

Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

Source: British Tennis, 2013 - Developing your programme - ADULTS.

Developing a plan of action

When looking to change and improve a club development or coaching programme, a plan of action should be taken into consideration.

What does the he tennis facility / club or coach need to do within their club programme?

The needs of the club members may not being achieved and an oppoprtunity for increased adult starter coaching and competitive playing opportunities are demanded. This is identified from researrchng such needs and respoinses of existing club memebrs and participants in the existing development programme at a tennis facility / club.

What does the tennis facility / club or coach, want to achieve from an starter adult programme?

Attract more adults to play tennis, more regularly. The Tennis Play and Stay campaign aims to promote tennis as easy, fun and healthy, and to ensure all starter players are able to serve, rally and score from their first lesson. Research shows that when a customer has a positive feeling about their first experience, whether a new Tennis Xpress session or even visting a local restuarant for the first time, they are more likely to return or talk positively to their friends / familly or colleagues, recommending the experience.

The tennis facility / club is requred to provide more opportunities for starter adult members to attend coaching sessions and also be encouraged to get involved with relevant competitive playing opportunities that suit their needs - see 'What adults want from Tennis?'

How can these adult starter players be retained and encouraged to play more regularly?

Customers should be given plenty of opportunity to express and talk about how they feel about the service being provided and their experiences of the Tennis Xpress course. This will allow the programme to be improved and the needs of the audience greater achieved to maximise satisfaction.

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