Premises
There are two main aspect of the premises of a business that are likely to be of particular concern to customers.
These are :
- Where the store, office, factory is located
- How the store, office, factory laid out
- The location of a business will be important to both Internal and External customers.
- Where businesses are located in difficult places, they could think about to provide the following for customer service for their staff.
- Paying a travel allowance
- Re-location payments so that staff can move closer to their staff
- Transport for their staff
- Taxis if staff have to work late
- Staff car park
- A company car
- Baths and showers for staff
- Canteen at work
For External Customers
Their main concerns will also be how easy it is to get to the business and if there is parking provide. Also if there is other business that they want provided in the area.
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
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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
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Tidiness and cleanliness in Thorpe park is one of the key areas requiring attention in 2007
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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
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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. Complaints on rides are 46%.
Providing quality product/service
Quality products are important for customers as they will compare the product and service received.
The main three points about the product and service are for customers are:
Thorpe Park is a theme park and the products and services it provides are rides and restaurants.
If people have enjoyed Thorpe Park then they think it is good value for money. If all the rides are working and restaurants are available then it is performing its performing its function. Safety and security is very important at a theme park, people want to know that the rides are safe. For this theme parks test their rides every day before opening to customers.
Effective Communication
Introduction
Customer service in business is often poor because there is a problem with communication somewhere in the business. The communication needs to be effective as it is very important so that the message is intended to be sent gets across and is understood.
For example:
When a customer in a restaurant spends fifteen minutes studying the menu before choosing he or she does not want to be told ‘ sorry ‘ that the order they have chosen is off and then have to choose all over again.
Good customer service would have been changed the menu and tell customers about the changes.
When companies positively react to meeting the customers' needs, customer loyalty is strengthened and eventually revenues increase. However, when companies ignore customers' needs, the opposite happens.
Types of communication
Face-to-Face Communication
Face-to-face is a common method of communication. It is not just talking to each other but also it covers facial expressions, handshakes, pointing and body language.
Increase of e-commerce is begging to change this method of communication.
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.
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Financial documents - these include documents such as invoices, accountants and purchase orders.
Visual Communications
- Advertisements, posters and billboards
- Television, film, video, DVD and presentations on OHP and PowerPoint
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
