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

Monitoring, Maintaining and Improving Customer Service at Disneyland Paris

Extracts from this document...


Monitoring, Maintaining and Improving Customer Service It is fundamental to the success of Disneyland Paris that they are able to generate a high quality level of customer service, and once this is reached they must make sure they are able to maintain and continuously monitor this high quality level. This is significant to the success of Disneyland, as if they didn't monitor and maintain this high quality level of customer service, then it may affect the service being provided in a negative way meaning Disneyland Paris will lose some customers. The outcome of this unlikely event would be that Disneyland Paris would see the number of sales drop and very few repeat customers, leading to a decrease in revenue and therefore profit. If this situation happened then Disneyland Paris would face serious consequences, and this is something Disneyland Paris does not need as it is already in a lot of financial debt. Monitoring Customer Service There are several ways in which Disneyland Paris checks and monitors the high quality standard of customer service in which they provide. Firstly Disneyland Paris uses training to ensure and monitor customer service is to the correct standard and carries out regular training for employees. This is key when checking and monitoring customer service levels because if employees were incorrectly trained and were unsure about certain area surrounding their job and how Disneyland Paris expects them to present them selves then they would need re-training or require additional training about certain aspects they were unsure of. Disneyland Paris carries this training out in their Disneyland University. This technique of monitoring customer service also relates to mystery shoppers, this would is because any employees who have received a bad report from the mystery shopper and ...read more.


All cast members are trained to communicate with positive body language and with a smile on their face or in terms of the telephone with their voice. This will help customers feel welcomed and comfortable around cast members, thus, increase customer satisfaction and in turn the high quality of customer service will be maintained. As all cast members are trained to a high standard, they are also all given a handbook on all aspects of the complex, so any cast member should be able to give sales assistance and advice. It is important in customer care that consideration is given to all budgets. At both shops and restaurants you will find a wide variation in prices to meet every pocket. This will help to increase and maintain Disneyland's high level of customer service as it will give customers a wide variety of quality and prices to choose from which in turn, will make customers feel valued and have all their needs catered for, this consequently, will increase customer satisfaction. The analysis of customer service quality is of major importance to Disneyland Paris. Therefore, each year Disneyland creates a full appraisal which involves all aspects of the organisation. Disneyland Paris is a labour intensive organisation and therefore assessment of employees is a major part of any appraisal but equally important are aspects such as VFM, maintaining safety, and maintaining the magic. This would consequently be important when maintaining a high standard of customer service as if cast members knew what they had achieved and been given goals and targets to achieve they would be better motivated and in turn would provide a high level of customer service as they would have some purpose at Disneyland. ...read more.


Therefore, it will be essential that Disneyland can monitor the level of customer service being provided by asking customers to fill out a short survey/questionnaire at the end of their holiday. All these points will help to increase and maintain the outstanding level of customer service provided by Disneyland Paris. This slide shows that Disneyland Paris have thought about what their customers will expect from them and they have put themselves in the position of the average customer and how they may feel towards visiting Disneyland Resort Paris. From this research, Disneyland Paris has discovered that customers have very high expectations of Disneyland Paris and they want to fully experience the magic Disneyland offers. Disneyland Paris has also discovered that customers expect to be pleased and how they will expect to be pleased. There are eight different methods Disneyland Paris has identified in order to please and meet customer expectations, these being; surprises, bringing happiness, bringing refreshment, teaching, helping, thrilling, and making customers feel good/better or like a kid again. All these methods will help Disneyland Paris to increase the customer service they offer and help to maintain their current high standard of customer service. This slide identifies that Disneyland Paris have discovered what customers will expect from cast members, these things including; making customers feel happy, treating each and every customer as an individual, respecting every customer who visits Disneyland Paris and having knowledge as a cast member, being able to provide customers with any information they may need. Again, if Disneyland Paris manages to achieve these four expectations, they will be able to keep customer service to a high level and increase the level of customer service they currently provide. ?? ?? ?? ?? Unit 5 Strand C 50 Heather Scholes ...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 People & Operations Management 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 People & Operations Management essays

  1. Marked by a teacher

    Roles and Responsibilities of Staff Members at McDonalds.

    5 star(s)

    the general public believe strongly on the stories and tails that magazines, news, newspapers and television says. At McDonalds there are political risks, these include things such as the foods or ingredients used in the businesses menu for example, there are countries where McDonalds would find it hard to operate,

  2. Marked by a teacher

    Explain how customer service standards are planned, implemented and monitored, and the impact this ...

    3 star(s)

    The Barclays can benchmark against another businesses by hiring the best qualified people on positions. They can make the best training for them to improve their skills, do meetings where they can talk about any issues and where they can resolve all of the problems.

  1. Travel and Tourism. For this task I will script a welcome meeting for two ...

    so my advice to all of you and particularly either Elderly or younger visitors and visitors with medical conditions should be alert to possible spikes in temperature, and take necessary precautions. Although you rooms all do have air conditioning so feel free to come and cool up in your room, or use the hotels swimming pool.

  2. Recruitment. I am writing this report to describe how each organisation plans and conducts ...

    Internal employees are not qualified for the position. Sometimes internal employees may not qualify due to poor education, attitude, leadership skills, and lack of experience Bad factors about hiring externally The bad factors about hiring externally is that new employees might make the old staff jealous as the old staff might dislike them because they might have taken the job in which they have wanted.

  1. consistent and reliable customer service

    An example is following Type of problem: - The customer wants a product or service the organisation doesn't provide. Suggested response: - Suggest refer to sales department/suggest nearest outlet where item is available. This gives a good impression even if a sale isn't made.

  2. The main aim of this research is to evaluate the information on the human ...

    The demand forecasting has the following factors: The internal factor: The internal factor includes controlling of the budget, production levels, new products and services, organizational structure and employee separation. The external factor: The external factor includes competitive environment, economic climate, laws and regulatory bodies, technology changes, social factors.

  1. Teamwork. There are several reasons why a business may organise their staff into teams. ...

    The Task o Leadership Style Size The optimum size of a team is 3-7 members. I am going to talk about the advantages and problems which both a small team or large team can create. Small Team o A small team means that is easier to talk to each other

  2. investors in people

    Appraisal Northbrook has interviews between the Employees and managers once a year. This is to discuss strengths and areas which can be improved. Staff is made aware of Northbrook's targets and individual staff targets which are set to help with promotion.

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