Outline of the importance of customer service within the leisure and tourism industry

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Section A - Customer Service outline: the situations that require staff to have contact with customers and the ways in which the organization meets the needs of the customer.

Part 1:-

The aim of the first half of this piece of work is to give an outline of the importance of customer service within the leisure and tourism industry.

Definition & Reason for Customer Service

Customer service is about meeting the needs of your customers and making them come back. It is vitally   important within the leisure and tourism industry because if you get treated badly in a shop, you will probably not go back again and according to Richard Branson you well tell 17 people about a bad experience of customer service.

Many companies have customer service policies to make sure all of their staff stick to the general guidelines and all of their customers get consistently good treatment.

There are many ways in which you could give good customer service:-

  • always put the customer first and make them feel the most important person in the shop
  • always be friendly and calm whilst dealing with customers
  • try to answer all their questions and explain everything clearly
  • try not to keep customers waiting or they will get impatient
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However there are also examples of bad customer service. These are the things you don’t want to be doing:-

  • don’t become impatient or aggressive with customer (the customer is always right)
  • don’t ignore the customer
  • don’t take your attention away from the customer
  • don’t show bad manners

Chester zoo & Customer Service

Chester zoo’s definition of customer service is to keep people safe but to make sure they have a fun day out in a happy environment.

Why does Chester Zoo need good customer service?

  • They rely heavily on repeat visits from people that ...

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