• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

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

Extracts from this document...

Introduction

´╗┐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.

Middle

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.

Conclusion

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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Structures, Objectives & External Influences section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Structures, Objectives & External Influences essays

  1. Departments and their roles within a business.

    The marketing department will conduct field market research which will involve performing surveys, phoning customers etc. The marketing department will work alongside the administration department by asking them to survey a sample of the public by making phone calls to existing customers, sending out surveys, questionnaires and also making/printing the surveys and questionnaires.

  2. Outline key features of legislation and regulation on health and safety as applied to ...

    an examination scheme; and * Following 'exceptional circumstances' such as damage to, or failure of, the lift, long periods out of use or a major change in operating conditions which are likely to affect the integrity of the equipment. Swimming Pool and Spa Safety * Safe storage of chemicals (COSHH).

  1. Identifying the customer needs at marks and Spcner

    It can be very expensive as a form of market research. The different types of research that Marks and Spencer use to collate information as part of their primary research is by observation, Interviews, Consumer panels, Test marketing, and questionnaire.

  2. Free essay

    Market Research

    Information will be retrieved through primary and secondary sources and research. I intend to use primary research in order to identify, suitable locations, current prices of my local competitors, products that are needed and wanted by consumers in the market, the right promotional methods in order to attract potential consumers and to establish the target market.

  1. Customer Service

    So browsing will be really needed when visiting the coffee shop. However when a customer visits the store he will expect to be treated with good customer service before purchasing any products which will result to him purchasing products continuously repeating sales to the business which is what the business wants.

  2. Avon is a company selling beauty and related products. The service provides customers with ...

    because it is large enough to research into all areas of the business. There are several different departments and there is a management structure to it. This will help in my coursework as I can include details of this. My contact within the organisation is my dad who works at Avon as an electrician.

  1. Investigating Business. Tesco PLC. I will be describing the aims and objectives of ...

    This has helped Tesco?s in the success of achieving their aim ?To remain a growth company? as they are operating and producing a growing number of stores in the UK market - evidently In the past year 205 new Tesco?s stores have been opened and are operating, this figure is

  2. Applied Business. Investigating a business Preston Manor High School

    However, some objectives may not be achievable as much as they are supposed to be. For example, ?Develop the use of information and communication technology to support learning and school effectiveness?. This objective is to improve the use of technology and by purchasing more modern technology for improvements means they can attract more students and provide high standard facilities.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work