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

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Section A 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. ...read more.


This means that they get all the money they need to promote their main aim: to be a major force in conserving biodiversity worldwide. Chester zoo obviously shows good customer service because 96% of their income comes from the customers and they wouldn't return to the zoo if they had experienced bad customer service. Part 2:- The second half of this piece of work is going to talk about the different situations in which you may have contact with the customers within the chosen organisation. Basic Customer Needs All customers, internal and external, have the same basic needs. They want to feel welcome and be in a friendly, helpful environment. They want to know that they are safe but at the same time, have fun. There are two types of customers: * Internal customers - these are people within the organisation eg.staff * External customers - these are people outside the organisation who want to buy a product or service from you Inside the group of external customers there are many different kinds of customers. ...read more.


their bosses and managers * They want to get paid a good wage Chester zoo also views internal customers very importantly inside the organisation as well because without them, they would not be able to run the zoo. To make sure they are safe, Chester Zoo provides several health and safety training courses which will show them how to handle different emergencies such as a fire drill. One difference between the way internal and external customers get treated, is how the internal customers communicate with each other. Although certain members of staff will have nothing to do with the actual animals, there are numerous meetings throughout the year between the internal customers so they can communicate with each other and discuss different areas of the zoo. I think overall, Chester Zoo knows the importance of treating internal and external customers well and trying to meet their needs the best they can. They do this effectively which is why they receive enough visitors to make an �18,981,000 profit each year. ...read more.

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