The PGA has extended its PGA Official Supplier agreement with leading customer service analysts 59Club for a further three years.
Benchmarking is becoming an increasingly standard procedure for clubs and resorts looking to ensure levels of customer service and 59Club has established itself as a leading exponent.
It’s a message The PGA is driving home to its members and as part of the agreement 59Club will be providing additional educational opportunities to help PGA pros meet the needs and expectations of the golf industry.
59Club employs mystery testers with telephone enquiry calls and live visits to analyse customer service levels with the data and feedback fed back for staff training programmes.
Robert Maxfield, The PGA’s joint chief operating officer, said: “In an increasingly competitive era for golf clubs and resorts, customer service is one of the main areas that can really make a positive impression.
“Benchmarking analysts such as 59Club help facilities to ensure standards and we are delighted to extend their PGA Official Supplier agreement by a further three years.
“59Club has a track record of success and, as part of the agreement, will provide additional educational opportunities for PGA Members which will help to enhance their standing at their facilities.”
Simon Wordsworth, chief executive at 59Club and a PGA Fellow Professional, added: “I have always been of the view that the PGA professional is the central point of every golf club.
“59club is proud to be part of, not only the education programme that cements that but to be the company that allows all PGA Professionals to be the driver of improved customer service within their venue.
“59Club’s system and products can be perfectly matched and personalised to the multitude of venue styles and cultures that my fellow professionals work in.”
The unique benchmarking and training service has already benefited hundreds of PGA members and golf-course operators including Wentworth, Marriott, Stoke Park and Goodwood.
The services include a series of mystery shopper recorded enquiry calls and live visits, followed up with regular analysis and training to ensure venues can identify trends and compare, improve, or maintain, service standards.
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