Event report: “Managing your customer experience” event pilot a success in Swansea

Last week saw CIMSPA Wales host a successful pilot of our latest CPD workshop series – “Managing your customer experience”, delivered by David Monkhouse from Leisure-net solutions. 25 members and sector professionals joined David and CIMSPA regional officer Anna Wilson at The LC in Swansea for a day of learning and networking.

One of the key takeaways from the the day is how the current austerity climate can make customer service a “make or break” factor for business success, so front line staff MUST understand the importance of their roles and the high cost of negative customer experiences.

Simple ideas can drive success though – consistently documenting customer feedback will make spotting trends, either positive or negative, much easier. Plus, this was a very “grounded” workshop – things do go wrong in our industry, but it’s how we deal with complaints and criticisms that can “turn a customer around”.

During what turned out to be a very interactive day, the presenter encouraged group interaction throughout with the focus was very much on the delegates, their own experiences, their own ideas, which produced a great debate on what they would do differently after the workshop to positively impact their customer experience.

With so much positivity in the room it wasn’t surprising to see membership applications being completed on the spot, which is exactly what CIMSPA was hoping to achieve from this type of event.

What our event delegates delegates and board members thought about the experience:

Taking part in his second CIMSPA Wales workshop, Karl Patterson, Halo Leisure commented “As a CIMSPA member already I am always looking at ways to network and develop both myself and the staff I manage. I felt the day was a great success, with group-led sessions helping to developing confidence and understanding of how make to an impact on the customer experience within their own facilities”.

CIMSPA Wales board member Richard Proctor also commented: “The recent series of events and workshops in Wales have been extremely positive and well received. Attendances have been excellent, with the latest event over subscribed!

CIMSPA Wales chair Sally Church, CEO at Torfaen Leisure, also attended and stressed how this event was just one part of a bigger plan to improve the sector: “We really want CIMSPA to be the “voice” of the industry and to do this we need to grow our membership and make it clear that CIMSPA can help individuals to excel in the sport and physical activity sector”.

Finally, our presenter, David Monkhouse, who is also a CIMSPA trustee, reflected on how he believes these events are key to engaging with potential members: “I was really pleased that a number of delegates committed to membership and to share the values of CIMSPA with their colleagues. These events have really raised the profile of CIMSPA in Wales and shown that it is a new organisation with a great offer to the industry.”

 

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19 September 2017

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Sport England backs CIMSPA's business plan

14 September 2017

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Add your support to the #Valuable disability awareness campaign

29 August 2017

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Active Training Awards 2017

21 August 2017

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21 August 2017

Today we’re highlighting the latest training providers to join CIMSPA as official skills development partners.

CIMSPA partners SOSA Dance Fitness launch online instructor training

18 August 2017

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New Forest DC swimming pools gain CIMSPA Pool Water Quality Award

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Event: Priorities for integrity and duty of care in sport

08 August 2017

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27 July 2017

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25 July 2017

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25 July 2017

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10 July 2017

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26 June 2017

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26 June 2017

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20 June 2017

The Chartered Institute for the Management of Sport and Physical Activity (CIMSPA) is today welcoming another key sport and activity employer to its network of...

CIMSPA welcomes new minister for apprentices and skills

14 June 2017

Comment from Tara Dillon, CEO of CIMSPA. “We welcome the appointment of Anne Milton as the new minister for apprentices and skills. With her considerable...

Beau Sejour Leisure Centre onboard with CIMSPA partnership

13 June 2017

The Chartered Institute for the Management of Sport and Physical Activity (CIMSPA) is today celebrating the extension of its employer partner network to the Channel...

"Communications Skills" – CIMSPA Academy course spotlight

13 June 2017

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Flame 2017 – CPD points up for grabs

13 June 2017

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New CPD workshop – How to WOW! your customers

13 June 2017

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Save the date: Quest NBS and CIMSPA Conference 2018

13 June 2017

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Save the date! active-net 2018

06 June 2017

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Partial CIMSPA office closure – Thursday 8 June

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Latest CIMSPA skills development partners

01 June 2017

Today we’re highlighting the latest training providers to join CIMSPA as official skills development partners – scroll down to see their courses and CPD opportunities....

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20 May 2017

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Halo Leisure sign CIMSPA partnership

12 May 2017

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03 May 2017

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02 May 2017

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24 April 2017

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21 April 2017

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Register your place now for Elevate 2017

18 April 2017

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CIMSPA endorses Les Mills group exercise training offer in new partnership

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CIMSPA conference success

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CIMSPA response to the 2017 Spring Budget announcement

08 March 2017

The Chartered Institute for the Management of Sport and Physical Activity (CIMSPA) has welcomed the government’s Spring Budget commitment to funding post-16 technical education. In...

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Exclusive member discounts from Careers in Fitness

06 March 2017

CIMSPA skills development partner Careers in Fitness has announced a pair of fantastic course discounts exclusively for CIMSPA members.       Course Discount Discounted...

Andrew Honeyman confirmed as opening speaker for CIMSPA conference

02 March 2017

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Future Fit Training announced as Quest NBS & CIMSPA conference sponsors

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14 February 2017

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14 February 2017

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One month to go for Quest NBS & CIMSPA joint conference

13 February 2017

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CIMSPA welcomes Sporting Future annual report

10 February 2017

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Statement on the CIMSPA Exercise and Fitness Directory

07 February 2017

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New faces join CIMSPA team

12 January 2017

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Quest NBS and CIMSPA 2017 conference preview

12 January 2017

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High performing leadership

11 January 2017

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S&PA Professional - Winter 2016/17 issue out now

09 January 2017

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Christmas and New Year office opening hours

21 December 2016

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Elevate partnership renewed for 2017

06 December 2016

CIMSPA is pleased to announce that it will again be a lead supporter of Elevate: the arena of physical activity, health and performance. The Elevate...

Professional standards update – November

06 December 2016

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Sporting Options, Discovering careers in sport and physical activity

06 December 2016

On Valentine’s Day next year, Tuesday 14 February, CIMSPA Wales will hold a one-day networking and careers event that is aimed at presenting young people...

IQL UK joins CIMSPA as an awarding organisation partner

05 December 2016

  (L-R) RLSS UK President Ian Hutchings, RLSS UK CEO Di Steer, Director of IQL UK Martin Symcox The Chartered Institute for the Management of...

CIMSPA video presentation

02 December 2016

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ukactive and CIMSPA unveil Active Training Awards 2016 winners

01 December 2016

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Nuffield Health welcomed as CIMSPA’s 50th employer partner

29 November 2016

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CIMSPA higher and further education partnerships open for application

15 November 2016

The Chartered Institute for the Management of Sport and Physical Activity is today announcing a new partnership offer for UK higher and further education institutions....

Professional standards consultation - update

08 November 2016

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The Pro Zone - where fitness meets technology

08 November 2016

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3rd "Raising the Bar" report published

08 November 2016

CIMSPA is pleased to cover this release from our partners Future Fit Training on the publication of their latest “Raising the Bar” survey results. Raising...

New CIMSPA-endorsed fitness CPD from Move it or Lose it!

25 October 2016

We’re very pleased to announce new endorsed exercise and fitness CPD opportunities from one of CIMSPA’s newest skills development partners – Move it or Lose...

Membership drive for CIMSPA employer partner Jubilee Hall Trust

24 October 2016

Louise Sharp, Office Manager; Anthony Morrison, Operations Manager; Daniel Hearn, Fitness Supervisor; David Codd, Receptionist; Oliver Deen, Club Manager Jubilee Hall Trust is the latest...

Changes to www.cimspa.co.uk

11 October 2016

CIMSPA is changing its website.

S&PA Professional - Autumn 2016 issue out now

11 October 2016

Technology to improve sport & physical activity performance, advice for starting up your own business, the impact of the new pound coin on coin-operated lockers...

Finalists unveiled for the Active Training Awards

11 October 2016

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CIMSPA leisure operations professional development committee starts work on first professional standards

11 October 2016

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Women's Sport Week

11 October 2016

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Member update – CIMSPA represented at cross-government forum

10 October 2016

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STA onboard as latest CIMSPA awarding organisation partner

05 October 2016

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Raising the Bar 2016 - survey

26 September 2016

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19 September 2016

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Martin Steer remembered

14 September 2016

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CIMSPA labour market survey 2016 now open - we need your input!

14 September 2016

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David Stalker to step down from CIMSPA chair; Governance review underway to identify permanent successor

01 September 2016

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Shape the future of your workforce with CIMSPA's Professional Development Committee

01 September 2016

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