Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park.

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Aims and Objectives

 “To become world leader in branded, location based entertainment”

Customer service and satisfaction is one of the most important factors within maintaining a strong image in a working attraction such as Thorpe Park.  If a customer is treated with respect upon arrival and is pleased with how an employee dealt with them (ranging from emergencies to questions regarding the attraction and its attractions) then there is a large chance that they will return due to the manners and courtesy the employee portrayed. For example customer service needs to be maintained to a high standard within the premises, such as when customers buy products such as food or souvenirs, if the catering skills are kept at high qualities then customers will in theory buy more food, the same principal lies for products. If more products are sold then the overall profit of the business is increased, raising success. Another objective example regarding customer service and satisfaction is if a visitor caught themselves up in an emergency and needed urgent help. Employees are responsible for carrying out specific procedures to give as much help to the visitor as possible; this is another way of gaining customer satisfaction.

Specific – this objective can be specifically set to a certain area inside the park, whether it’s on arrival  or in the premises itself, each one may have different ways of approaching customers but customers should always treated with respect, even if they are unhappy with what the park has delivered. Employees should maintain to approach them politely and question them if required. If manners are shown towards visitors and they are satisfied, there is a higher chance the park will be visited by their satisfied customers.

Measurable – The only possible way to collect data regarding customer satisfaction is to ask visitors what their thoughts on the parks customer service through surveys or questionnaires. Using this method the business can adapt on weak areas of this service, get a personal view from visitors that can be taken into consideration in the future for an increased customer satisfaction.

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Attainable – This objective is most certainly attainable, but could be achieved after measured to elaborate on faults within customer service. Staff can be overseen by executives, this is vital to make sure customer satisfaction is maintained to a high standard. This may also put pressure on the employee to put more effort into their job, leading to them becoming more polite, therefore customers becoming more satisfied with their visit. Another way this could be achieved is the rate of visitors complaining to the managerial team, the less complaints the higher the standard of customer service, if there is an ...

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