Prepare some new SMART goals for the next year for the Customer Service Representatives (CSRs) who staff the front desk as well as assist customers at the Health Club in line with the mission, vision, and values statements.

To align the Customer Service Representatives at the Health Club with mission, vision, and value statements, I will create new SMART Goals for them. First, I would aim to improve customer satisfaction by 10% in a single year. The first goal would be to increase customer satisfaction scores by 10% within a year.

Second, all inquiries from customers should be answered within 24 hours to allow for timely resolution. Another key goal could be to train staff in how to best handle challenging situations. This will make them more confident when dealing with difficult customers.

CSRs must also be committed to continuous improvement. They can do this by participating in seminars on customer service, or incorporating feedback received from their customers. By meeting these goals, CSRs will become more proficient in delivering quality service which is essential for upholding the club’s commitment towards excellence and improving overall customer experience.