Mission

Working with the community to provide dynamic sporting programs and facilities while achieving competition and recreational excellence.

Vision

To provide facilities to meet the competition and training needs of athletes and the recreational and fitness needs of the community, thereby contributing to the advancement of a healthy, social and cultral lifestyle for the poeple of New South Wales.

To provide a diverse range of sport and leisure opportunities while running economically efficient operations that minimise cost and maximise benefits for customers.

Philosophy

To actively listen, learn and respond to our customers and encourage feedback at all times.

Customer Service Charter

A Commitment to our Customers
We will:

• Treat the needs of our customers as our number one priority.
• Have a positive and helpful outlook.
• Focus on what can be done, not why it can’t be done.
• Use clear and concise language.
• Answer telephones promptly.
• Ensure up-to-date brochures/leaflets are available.
• Return all calls within 48 hours.

Accessibility
We will:

• Endeavour to have staff available to attend to our customers with special needs.
• Advocate continual improvement of facilities to ensure we meet the needs of our customers.

Attitude & Presentation
We will:

• Be courteous, fair and professional.
• Endeavour to establish & use customer names.
• Encourage customers to express their views if they are dissatisfied or pleased with any aspects of our services.
• Exercise confidentiality.
• Ensure all staff wear name badges for easy identification.
• Maintain a standard of performance & presentation at all times which reflects the high quality of service expected by our customers and our own organisation.
• Ensure we are well groomed and presentable prior to starting any shift.

Communicating with our Customers
We will:

• Greet and acknowledge our customers politely and courteously.
• Communicate to our customers in a clear, concise and courteous manner.
• Manage customer enquiries promptly.
• If faced with a communication barrier be patient, listen and take notes to ensure we understand the issue before responding. If still unable to resolve the issue we will escalate appropriately.

Providing information about our Products & Services
We will:

• Prioritise to ensure our customers are provided with unbiased information about what products and services may best suit their needs.
• Provide consistent and accurate information about our products and services.
• Endeavour to maintain our website with the most up-to-date and accurate information about our products and services.

Acting on Customer Feedback

• If patrons wish to provide positive or negative feedback on their visit to the Sydney Olympic Park Aquatic, Athletic or Archery Centre we encourage them to fill out a Customer Feedback Form.  This will allow us to have a better understanding on how we can move forward in our quest for constant improvement.