On Tuesday, 20^th March 2018, members of Singapore Gymnastics (SG) staff attended a Customer Service professional development workshop conducted by special guest from the USA, Frank Sahlein.

Frank, the Founder and CEO of 3^rd Level Consulting based in Boise, Idaho, has copious experience in developing children’s activity centre industries and organizations all over the globe. Clubs and businesses he has worked with in the past include many specializing in gymnastics, swimming, cheerleading and dance etc.

The Customer Service workshop in Singapore saw about 12 attendees in total from the National Spots Associations (NSAs) of gymnastics and swimming in addition to some Sport Singapore representatives.

On the whole, it was an insightful workshop where participants learnt to appreciate and better understand the value of providing good customer service to all stakeholders from a NSA context. Besides increasing profits indirectly, good customer service practices could improve the culture of an organization as well. Frank also made it an enjoyable session by incorporating many real-life case studies and exploring the workings of well-known companies such as Starbucks. Said Ms Tan Kee Yuen, SG’s Events and Membership Manager, “Frank shared many valuable pointers on customer experience which we will be reviewing in thorough for our upcoming plans and events.“

If the opportunity arises, we would love to have Frank back in Singapore again to work more in-depth with our local club scene. For now, here’s a big thank you to Frank for his expertise and willingness to share!