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In This unit I am gong analyse the product knowledge required by employees of the organisation. The organisation that I am going to analyse is Alton Towers.

Extracts from this document...

Introduction

AO3 In This unit I am gong analyse the product knowledge required by employees of the organisation. The organisation that I am going to analyse is Alton Towers. Product knowledge can be very important to staff because this could ensure customer satisfaction is more efficient. Product knowledge can be done by knowing where certain products or structures are. If the organisation provides a wide range of products then this can count towards good customer service. This is because if the customer wanted something the company would be organised and the staff would be punctual with what they are delivering. If they did this then it would reduce the amount of problems and this could cause very few complaints. Product knowledge is very important to an organisation. This is because if a customer asks a question about a product or service they wish to buy, they expect their question to be answered accurately. Being able to answer the question accurately and efficiently shows a good level of customer service. Customers are likely to ask a range of questions about the products and services an organisation provides. Examples of the sort of questions staff need to be able to answer are locations of rides, opening and closing times of the park and prices of food or merchandise. A good level of customer service would be if the staff where able to answer customer questions accurately and promptly. During this section I am going to have to use a range of research techniques to be able to collect the information that I need. The different types of research that I will collect can be categorised into either primary or secondary research and will enable me to analyse the different tourist type's choices on travel methods. Primary research is research that you gather yourself as a business or a person. This information is as reliable and as up to date as you make it. ...read more.

Middle

I have put the results of these questions into graphs to show how many members of the staff got the answer correct or incorrect. This graph shows that the majority of the workers answered this question correctly; this could be because of the well known safety regulations and because the height restrictions are clearly shown on each ride. This is vital product knowledge because it is critical to customer safety. From my graph it is clear to see that the majority of the staff knows the height restriction for Air and Nemesis. This is good product knowledge because the majority of staff would be able to tell customers the correct answer. This graph shows that all of the answers were correct. This would normally be expected, because all of the staff should either know about first aid or they should no where to go for help. This product knowledge is one of the most important; otherwise the theme park would not meet the health and safety regulations. This is good as every member of staff I asked was able to give me correct product knowledge. From my research it is clear to see that all members of the Alton Towers staff has received enough training to know how to help customers that have been hurt or injured during their visit to Alton Towers. This question showed that some of the workers where not too sure of the opening and closing times this could be because of the employees working hours may vary. This product information should normally be fairly clear. I believe that a few staff members got this wrong as the park opening and closing time varies all year round. This is bad product knowledge as it could ruin a family's visit if they have been told that the park closes at 6 when it actually closes at 4. This could lead to the family not getting a chance to do what they want and could lead to a complaint. ...read more.

Conclusion

Human Resources This talk also mentioned planning, recruitment and selection of fixed-term and permanent staff, as well as current legislation relating to Human Resources. We discuss performance management, training and development and describe staff benefits. This showed us that Alton Towers is always trying to improve and expand in a way that helps the business grow. Health and Safety This talk discusses Alton Towers Health & Safety Policy and Regulations. From the educational talk I have found that the product knowledge delivered was accurate and up to date. This is important because it will minimise complaints and to maintain high customer satisfaction levels. Delivering good product knowledge helps keep the park running and keeping the customers informed. Conclusion From my research I have found out a great deal about how Alton Towers runs its park. From my research I have examined the secondary research methods used by Alton Towers. From my secondary research I believe that the most effective type of method to delivery product knowledge is the use of the Alton Towers website. This is because it can be easily updated and changed to suit customer types or any up and coming events. I believe it is a quick and good method of delivering product knowledge as the amount of people that have access to a computer is constantly growing. I have concluded that Alton Towers has excellent product knowledge and that the majority of its staff where able to deliver accurate and reliable answers to any of the questions that I asked members of staff. From my research I conclude that the most affective type of primary research undertaken to get up to date product knowledge from staff is questionnaires. The only problem with this is that it is time consuming to find a member of staff and ask several questions. This type of research is affective if a person needs to know one or two questions but to find out lots of product knowledge I would recommend an educational talk. ?? ?? ?? ?? ...read more.

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