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Strengths and weaknesses of the customer service activities of Thorpe Park and suggestion for improvements.

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Introduction

Unit 5 Thorpe Park For unit 5 we have chosen to work on Sainsbury's but they have let us down so we are now using Thorpe Park for this activity. Strengths and weaknesses of the customer service activities of Thorpe Park and suggestion for improvements. One of the strengths of this park is the cleanliness of the theme park. Customers are very happy with this. The weaknesses that customers think that the value for money does not worth it. They find it expensive. My suggestions for improvements are to lower the entrance costs or do offers for loyal customers or some discounts. Staff In many jobs staff are moving about and need easy access to where they need to go. Example: assistants in a clothes shop having to hang clothes back on the rails after customer have tried them on * Appearance - the appearance of the staff at Thorpe Park are scruffy looking staff * Prompt service - there are complaints on rides because of waiting too long in the queue * Helpfulness - there should be more staff present on the ark and they should have a good knowledge on what happening at the park especially if the rides are broken down. ...read more.

Middle

Layout -The layout of most businesses can have a major effect on the service provided to customers. This is most easily seen in shops where customers expect to have easy access to the goods and be able to find their way around the shop without asking for help. Layout is also important for staff ? Tidiness and cleanliness in Thorpe park is one of the key areas requiring attention in 2007 ? Accessibility - it is important for the layout as it might affect customers in terms of the size of the premises, display units and changing rooms t is important for the layout as it might affect customers in terms of the size of the premises, display units and changing rooms ? Also the special needs that customer and the business will have because of the type of good or service being sold ? Also the special needs that customer and the business will have because of the type of good or service being sold ? Well-stocked - queuing/enough rides for customers - one of the weak areas for the park is 2006. 'Information about queue lengths' and 'ride availability' will certainly have had an impact on overall queuing satisfaction. ...read more.

Conclusion

Written Communications Written communications varies from writing a address for a customer or a 500 page report. Some methods of written communication are: ? A legal contract - this is a contact that is between one business and another. It is legal and information must be accurate. The contract must be very detailed and specific. ? Memos and post-it notes - these are short notes which are used to remind people and they are also very short messages with only few words. ? Financial documents - these include documents such as invoices, accountants and purchase orders. Visual Communications * Signage * Advertisements, posters and billboards * Television, film, video, DVD and presentations on OHP and PowerPoint * Staff * Premises * Product Product The excellence of the product will determine the customer expectation from the business. The customer will look at the quality of the product and compare this with the service which they receive from the business. For example if the product is electronic they would expect more service and information because of the its feature. Knowledge Customers may ask for information and advice about the product. This can be done by written instruction or they may decide to ask a member of staff. The staff can only do this if they have good product knowledge and a ability of matching the product to customers needs ...read more.

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