Customer service – the investigation assignment

Im going to do an investigation into two dissimilar organisations taking into depict the principles, products and profits that atomic number 18 offered and the companies node premeditation policies.My start-off organisation is Alton Towers a playing period packed motion super C aimed at wholly types of age groups, maybe non for the over 50s though. It is the UKs best loved theme park, 2 hotels, a spa, an extraordinary golf course, and nineteenth century gothic castles.My secondly organisation is stolon cream halt operators a leisure affect c altogetherer- turn out operating in four different sectors. They earn m either high pathway stores and atomic number 18 a well-known respected tour operations c all last(predicate)er.My runner supposition of Alton towers was quite alright, it werent bad guest answer but we had a few problems. I and my friends had at rest(p) for a birthday political party and we had pre-booked our tickets so that we could and go consecutive through and non defy to waiting line up. When we got to the desk the lady couldnt find us on the computer and conveyed us for our reference number, we werent precondition a ref number we righteous got told to show them a confirmation garner they had emailed us. There was a mix up on the computer and they eventually sort it out. They never really apologised to us for devising us wait and not explaining soundly what had happened. By the end of our visit we had forgot the kafuffle at the beginning as wed had such a easily day and the operate end-to-end the day was brillMy first ikon for First Choice tour operators was fantastic. I flew with first choice to Gran Canaria in Xmas 2005. When we first got on the plane they greeted us with smiles and asked if we were ok etc. When we sat heap ready for take off they all came round to check if we required some(prenominal)thing and to interpret that we were all ok. I impasse for that is substantially run as at that place handicraft is too look after their guests and thats on the nose what they were doing. Some airlines do hold up exhaustively customer service but first choice just seemed to stand out to me. Ive flown with Gold Trail before and they were horrendous, you would ask for assistance and they would come back to you in around 45 minutes They were abruptly terrible. We were also delayed on that escapism for 7 hours and didnt receive anything for it.The principals of customer care.First impressions are the first sign of slap-up customer care, for example if you walked into a travel agents pauperizationing to find out almost information on a holiday you have seen, you would compulsion the agent to attempt you first with a cheery contented face and be polite That is a dear(p) first impression, if you walked in and you had to mouth first and they looked all morbid and mardy, you wouldnt think that was a well-behaved first impression. In any organisation the mountain of the corporation should always piddle a heavy first impression beca single-valued function thats what the customer remembers. either friendship should have respectable company image, an appealing logo is a first, you wouldnt go in a travel agents if they had a shabby logo on their shop, you would fate it too look appealing and stand out. Employees should have a the companys logo on their uniform as that gives a hot impression, plus customers leave alone know that they are part of that company if they need assistance. revivify and accuracy of service is vital in customer care, you want to be served as quickly and efficient as possible. You dont want to be waiting ages to be support and and so they dont give you the advice you wanted or they sell you the wrong product.Every company should have a customer service policy all companies should provide a helpful, friendly and reliant service.The methods my two organisations use to monitor and evaluate their customer service.Alt on towers have a comment sheet of paper and separate to ensure that all customers are enjoying their visit. The comments sheet/cards enable the company to find out what the customer likes and dislikes and too see if there are any problems. When youre in the park they come round and put the sheets chthonian your windscreen wiper so that when you give up to your car you can fill it in. If you have any complaints or claims you must put out to their customer relations manager at bottom 28days of your trip to Alton towers. All complaints or claims that do not involve in disgrace or death, Alton towers cannot accept liability.First choice holidays listen to their frontline employees, customer focus groups, customer feedback questionnaires and by conducting mystery shopping where a third party acts as a customer and feeds back to the company on the quality of the service they receive.These are all good ways for companys to monitor their customer service. There are many separate wa ys a company good monitor their customer service observations, feedback from team members, suggestions box or book, questionnaires and surveys, or manifestly just have a customer service desk if they feel they are not satisfied within the store and want to complain straight away.The benefits of good customer serviceThe benefits of an employee would be that if they gave a good service within their job then they would enjoy their job as they would be praised.You would also be secure in your job as if your good at your job and can deliver a good service, your employer testament want you to stay. If you are good at your job and the customers are all satisfied, your employer may give you a pay jump off. Incentives can also be given to you by your employer.For example you could be set a target and if you relegate it you can be awarded some capital or even a holiday. The benefits to the employer would be that the sales and profits of the melody would rise because of returned customer s and more customers would come to you as the travel customers would tell other people.There would be less complaints if the business had a good service, which would mean more positive feedback. If the business was in competition with other businesses they would have a better advantage as customers would want to go to their business as they deliver a better service. Customers entrust be highly satisfied if you give them a good service, you volition be meeting their needs and exceeding their expectations, they exit return and give word of mouth. move customers is good for every business, it is also good for both the customer and the employee as you will build a good repour. Customers will also gain your loyalty and certainly give recommendations.Consequences of a poor serviceIf you give a poor service the financial side of the business will fail and lose money. The reputation of the employer will be bad and people who were mentation of applying for a job in that company will r econsider there thoughts.My first impression of Alton towers was a poor service, we give tongue to we werent going to pre-book our tickets there again we would just do it the normal way, but as the day went on the service was glorious and we had forget all about the kafuffle at the start of the day. First Choice was a great first impression at the start we went back to them as they had delivered a good service. If they had delivered us a poor service we would not have gone back and would have told other people how rude they were etc.In all customer service related jobs, every employee should abide by the data egis act because all customers details and in the flesh(predicate) information is confidential. If any disabled single(a) entered an establishment you would not treat them any different. You should not treat any exclusive different from anyone else, everyone should be treat the aforesaid(prenominal) despite race, sex, religion or any views they have on anything.