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Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park.

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´╗┐Aims and Objectives ?To become world leader in branded, location based entertainment? Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park. If a customer is treated with respect upon arrival and is pleased with how an employee dealt with them (ranging from emergencies to questions regarding the attraction and its attractions) then there is a large chance that they will return due to the manners and courtesy the employee portrayed. For example customer service needs to be maintained to a high standard within the premises, such as when customers buy products such as food or souvenirs, if the catering skills are kept at high qualities then customers will in theory buy more food, the same principal lies for products. If more products are sold then the overall profit of the business is increased, raising success. Another objective example regarding customer service and satisfaction is if a visitor caught themselves up in an emergency and needed urgent help. Employees are responsible for carrying out specific procedures to give as much help to the visitor as possible; this is another way of gaining customer satisfaction. ...read more.


This is specific as it may be regarded as an objective for a certain target audience, firstly different methods will be used to attract new customers rather than previous customers, as attracting new customers is a harder task because they have never been previously satisfied by the park. Facilities such as access for the disabled also make this objective specific, the more facilities there are for a wide range of people, the happier the customer, resulting in an increase in revenue for the park. The level of customers can be measured via survey again, asking customers whether they would return to the park, or market research could be taken place ensuring that a high percentage of customers are visiting the attraction over a time period, which links with time-based. The data collected from surveys and market research can be compared to the previous year?s income, a conclusion can then be brought to say whether Thorpe Park are maintaining the success of their popular attraction. This then links on with the objective being attainable, which is definitely possible, if it wasn?t then the business would have failed years ago. Figures prove that this is possible with admission fees, which maybe compared to previous years, or even other major competitors, this way Thorpe Park can tell if they have achieved their goals or not. ...read more.


The business needs to update its literature every 12 months or so, this is due to the park creating many new advertisement ideas over time which must be modified regarding market research. Other competitors must take into consideration, if renewal of this literature isn?t made then competitors may take the light, this is an extremely important reason to update advertisement, showing the realism within objective setting within Thorpe Park. Advertisements should be modified yearly as stated, but also could be changed in shorter time periods, this ensures that attraction strategies are different to other competitors, and avoids fraud from other main competitors to copy your advertisement ideas if Thorpe Park were to be successful. Also if literature is updated on a regular basis, customers feel like that the organisation is making an effort for them, it shows a positive image which attracts customers as the park is being updated constantly including new facilities giving customers something to look forward to commencing their visit. If advertisement is maintained at a high standard, more visitors attend the attraction which leads to an increase in profit. This shows how important it is to set aims and objectives to ensure customers are receiving high quality service and are persuaded to revisit the zoo. ...read more.

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