Customer Service

2006 Category Winner - Customer Service

Name of organisation:
Aura Sports and Leisure Management Ltd

Number of employees:
200

Customer Service:
Leisure

Some examples of what Aura Sports and Leisure Management have done:

Aura Sports and Leisure Management use a variety of means to measure customer satisfaction – customer panels, comment cards/feedback forms and a customer experience notice board.
Introduced new services for customers with disabilities based on feedback – e.g. special needs swimming programme.
Adapted their environment to make it accessible to customers with disabilities – e.g. adjusted gradient of ladder to allow easier access to the pool, installed wider benches, adjusted all gym and sun bed equipment to make it accessible to people with disabilities.
Customers with a disability are involved in the design and service development stageand also test these services to ensure they are accessible to all.
They actively try to attract customers with disabilities in their advertising and promotional practices.
They have introduced a system of disposable cloths and colour coded mops for their employees with disabilities.
Disability Awareness Training has been provided to all staff.