Customer Service at Alton Towers

1.1 Explain how different methods of promoting products and/or services impact on customer service delivery

Dealing with difficult customers can have a range of implications to staff and the organisation. HR needs to consider:

Section 1 – Understand the factors that affect an organisation and the customer service role

Enthusiasts and non-enthusiasts alike are well aware that roller coasters malfunction from time to time. Unfortunately for the reputation of these thrill rides, many media, news and other sources exaggerate these circumstances to no end. An example of this is in a video titled “Girls seat belt fails on oblivion rollercoaster at Alton Towers”. What happened was the extra seatbelt somehow came undone. The thing is, the seatbelt doesn’t even do anything. It’s just there as a backup, and the restraint that is on the roller coaster in the video has never failed and it’s on hundreds of coasters around the world.

3. In relation to your current organisation (or one that you are familiar with), outline the role that customer service plays in this organisation and its industry as a whole.

Section 1 – Understand the factors that affect an organisation and the customer service role

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

Call centre workers must be able to listen well and communicate verbally. Speaking to customers on a daily basis we must make sure that we are able to problem solve and resolve and give any solutions to customers. On a daily basis we have to read scripts and make sure that we are offering a service that is compliant. We deal with so many different people from so many different backgrounds and we must be aware of this when speaking to them. It is important to actively listen to the customer, not speak over them and answer the questions using the right tone of voice. If a customer is angry then I will try to calm them down and try to resolve any issues within my remit.

Amusement parks are in the umbrella of the hospitality industry. One of its goals is to provide entertainment for all guests. It has been that way since the beginning and has been advancing ever since. If anyone had to say it the best, it will have to be the father of the amusement parks, Walt Disney. “Here you leave today and enter the world of yesterday, tomorrow and fantasy” (GoodReads). He understood that how important amusement parks are, how keeping the original charm that the guest grew to love and advancing that park to make the guests continue to enjoy the park for years to come. Understanding the past, present and future of the amusement park will show how these parks have lasted for years and years.

With respect to staffing, I found that I initially had trouble serving customers quickly enough during peak hours. Customers dissatisfied with their queue times often left the store, resulting in lost sales.

Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E-Z RP came into question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions E-Z RP

Customer service is very important element in hospitality industry. A good restaurant or a good hotel always have an excellent service first. Hotels and restaurants put added value in their products and service make guest love it. Some hotels give guest drink when they arrived or prepare small birthday gifts to their loyalty guests. But sometimes hotels spend lots of money to added value of customers’ experience but customers still don’t like their service. So, what’s happening? Hotels gave service and improved service are not customers needed or most needed. That’s the gap between you and your customer. “You know your hotel inside out, but do you ever see it through your guests' eyes? In many cases, there is a disconnect between what hoteliers think

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.

There are many ways to minimize customer wait times. One way to reduce customer wait time is to decrease the expected service time. This can be accomplished by identifying best practices among all the servers, standardizing processes based on best practices, and enhancing training to ensure that best practices are followed. Also, you may choose to offer employee incentives that encourage working faster as a way to decrease service time. Another way to impact customer wait time is to decrease the rate at which customers arrive to be served. If your service operation experiences peak service hours at certain times of the day when your customers prefer to be served, then management could offer the customer promotions geared to increase traffic during off-peak times. Finally, by adding more servers you will be able to reduce customer wait

Unpleasant waiting experience might accompany with customers go through the whole service process, which could lower the overall evaluation of service quality easily. Not only the queuing experience, a number of studies also investigated that queuing time in a service organization significantly influences consumer satisfaction. In general, increasing in waiting time is associated with decreasing in customer satisfaction (Katz, M.Larson & C.Larson, 1991). The graph (Dube, Renaghan & Miller, 1994) below shows the effect of waiting time on customer satisfaction in restaurant industry, and suggests that most consumers do not satisfied if the waiting time is longer than 8 minutes. In addition, another study (Jones & Dent, 1994) examined that 70% of respondents considered waiting time as a major