Alton Towers Resort. Business of Leisure. CUSTOMER SERVICE. Why is it important to an organisation that its customer’s return and / or speak positively about their experience?. Importance of customer service. If visitors have an enjoyable experience they will return again.
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Business of Leisure
Why is it important to an organisation that its customer’s return and / or speak positively about their experience?
Think about customer service you have received in the past - one good and one bad experience. Share these with the person sitting next to you. How did the experiences make you feel? How should the person have behaved?
Who are Alton Towers Resorts internal and external customers?
External – guests Internal - employees
Guests are the most important factor to the leisure and tourism industry
Employees are vital to providing good customer service; ensuring a positive experience for guests
experiences that everyone can enjoy!
Alton Towers Resort must understand and recognise the needs of these different customers to ensure it can cater for them and offer a good service.
To offer a good service and positive experience to all
customer types, Alton Towers Resort has to cater for their
Families / kidsThrill seekers
Facilities and services to cater for customers with special and
Alton Towers Resort uses a range of
methods to deal with its customers.
This helps to ensure that:
Customers loyal and tell family and friends to visit too
Good reputation for Alton Towers Resort
Safe environment for customers and staff
Effective customer service encourages…
Increased sales and custom to the attraction
Positive environment for customers and staff
Job satisfaction of Alton Towers Resort staff
An increase in profitsBenefits of good customer service: Example answer
how to deal with complaints.
H Hello (Introduce yourself)
E Empathise (I can understand…)
A Apologise (I’m very sorry this has happened to you)
R React (Do something to help)
T Thank You (Thank them for their feedback)
think of their experience and helps to identify areas for development.
Before visiting Alton Towers Resort, create your own customer satisfaction questionnaire.
On what criteria will you judge your experience?
Complete the questionnaire during your visit.Devising customer satisfaction questionnaires
Value for money
Length of time queuing
Range of rides