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customer service

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.Kirsty Jarvis Customer service-the investigation assignment. Helen Carney I'm going to do an investigation into two different organisations taking into account the principles, products and services that are offered and the companies' customer care policies. My first organisation is Alton Towers; a fun packed theme park aimed at all types of age groups, maybe not for the over 50's though. It is the UK's best loved theme park, 2 hotels, a spa, an extraordinary golf course, and nineteenth century gothic castles. My second organisation is First choice tour operators; a leisure travel company operating in four different sectors. They have many high street stores and are a well-known respected tour operations company. My first impression of Alton towers was quite alright, it weren't bad customer service but we had a few problems. I and my friends had gone for a birthday party and we had pre-booked our tickets so that we could just go straight through and not have to queue up. When we got to the desk the lady couldn't find us on the computer and asked us for our reference number, we weren't given a ref number we just got told to show them a confirmation letter they had emailed us. There was a mix up on the computer and they eventually sorted it out. ...read more.


Employees should have a the company's logo on their uniform as that gives a good impression, plus customers will know that they are part of that company if they need assistance. Speed and accuracy of service is vital in customer care, you want to be served as quickly and efficient as possible. You don't want to be waiting ages to be assisted and then they don't give you the advice you wanted or they sell you the wrong product. Every company should have a customer service policy; all companies should provide a helpful, friendly and reliant service. The methods my two organisations use to monitor and evaluate their customer service. Alton towers have a comment sheet and cards to ensure that all customers are enjoying their visit. The comments sheet/cards enable the company to understand what the customer likes and dislikes and too see if there are any problems. When you're in the park they come round and put the sheets under your windscreen wiper so that when you return to your car you can fill it in. If you have any complaints or claims you must write to their customer relations manager within 28days of your trip to Alton towers. All complaints or claims that do not involve in injury or death, Alton towers cannot accept liability. ...read more.


Customers will also gain your loyalty and certainly give recommendations. Consequences of a poor service If you give a poor service the financial side of the business will fail and lose money. The reputation of the employer will be bad and people who were thinking of applying for a job in that company will reconsider there thoughts. My first impression of Alton towers was a poor service, we said we weren't going to pre-book our tickets there again we would just do it the normal way, but as the day went on the service was brilliant and we had forget all about the kafuffle at the start of the day. First Choice was a great first impression at the start; we went back to them as they had delivered a good service. If they had delivered us a poor service we would not have gone back and would have told other people how rude they were etc. In all customer service related jobs, every employee should abide by the data protection act because all customers details and personal information is confidential. If any disabled individual entered an establishment you would not treat them any different. You should not treat any individual different from anyone else, everyone should be treat the same despite race, sex, religion or any views they have on anything. ...read more.

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