Customer Service Policy

Intent

The purpose of this policy is to outline our commitment to our customers and local communities to improve their health and fitness and to experience a better quality of life. We deliver this commitment through a high standard of customer care, safety, service and professionalism at all times, showing our customers that we are ready to help them achieve their goals and demonstrating that we love what we do.

Our Promise

Pinnacle Health Club strives to maintain a sense of community culture, where you are a member, not a number. Pinnacle Health Club is committed and ambitious in supporting our members and their health and fitness goals through working together to stay motivated and achieve results. We endeavour to sustain outstanding relationships with staff and members, so that we can inspire more to be fitter and healthier.

Through collaboration and teamwork, we are driven to create positive change through maintaining a sense of fun, passion, enthusiasm and integrity in everything we do. Delivering warm, friendly service at all times, it is our mission to leave our customers with a positive view of their experience and to help them feel an enormous sense of achievement when they finish each session. Through a strong focus on continuous improvement, Pinnacle health Club is dedicated to giving members exactly what they want. We pride ourselves on a commitment to customer satisfaction. Through actively seeking feedback (the good, the bad, and the ugly) to challenge and improve our processes and services, we demonstrate that we strongly value our customer feedback and recognise the right of our customers to be heard and receive a response. We prove that our customers can depend on us by removing red tape if it achieves the right customer solution. The opinions of our members matter to us.

We take pride in providing a service for our members that is unrivalled in value for money, with no hidden costs. We strive to make our terms flexible, our prices affordable, our receptionists friendly and helpful, our personal trainers motivational, our equipment easy to use, modern and innovative, our classes fresh, fun and challenging, thus leaving our customers in no doubt that they are receiving top value for money. Through adopting a holistic approach to health, Pinnacle Health Club addresses every facet of wellbeing, which ensures that our customers have all the dietary and exercise advice they need at their fingertips.