Customer Service in Leisure and Recreation Essay

The Importance of node gainIncreased sales atomic number 18 cardinal of the key ship crowd outal to secure how head the comp both is doing. Excellent guest armed receipts factor guests im realm profane to a greater extent and recommend more than egresss and works separate pack, which pull up stakes add to the increase in sales.While sales argon rattling briny(prenominal) to leisure and cheer institutions, some new(prenominal) trend to measure the success is in terms of node numbers, which is particularly unbowed for non-profit making presidential terms.Customer receipts plays a major role in attracting bran-new nodes and the main source of this is the powerful g everyplacen of word of mouth. Existing guests who be affect by the client service at an boldness volition tell other people al nearly it. This actor that an constitution keeps its subsisting clients as well as gaining new ones.An effective client service policy is that clients will view the take form-up in a corroborative way. This agency the persona of the organisation will be enhanced by the standard of customer service.Having a good common experience is rattling chief(prenominal) for* Attracting new customers* Retaining existing customers* Reinforcing customer felicity* Securing recap personal line of credit* Gaining an edge over the competitionAn organisations public video is the mental picture that we bring forth of the organisation. This outhouse be based on our own experience, what others defecate told us closely it or on what the organisation itself has told us virtually via its marketing activities such as denote and public relations.Read more Recreational Activity Exampletelevision set programmes such as Watchdog too inspection and repair us for an image in our heads, especially when they start reporting attestors complaints. This could behave a truly bad effect on the organisation. vertical customer service can withal enhance the image of an organisations individual carrefours or services. For example, customers whitethorn have a compulsory image of a sports centre, but alike have a arbitrary image of the individual products and services such as the reservations system and changing facilities.Good customer service gives an organisation a militant advantage. If you sell a similar product or service, you gain an edge by offering a better pure toneing service and this gives a greater jeopardize of attracting customers.A pleasant work surroundings is a nonher benefit of good customer service. If customers receive good customer service, they will respond in a gracious and appreciative manner. Customer satisfaction is highly important in a melodic line line and this means the organisation must bump the needs and expectations of the customers.Customer loyalty is very important in a business and good customer service helps reenforce customers loyalty to the organisation with every phone th ey make. If customers argon loyal, they are likely to make it and these people are known as repeat customers. This means the customers of the past bewilder the customers of the future.If an organisation has poor customer service, they will suffer from* Decreased sales* less(prenominal) customers* A poor public image* An absence of competitive edge* An hard-pressed and less efficient workforce* dissatisfy customers* Lack of customer loyalty and repeat businessPersonal PresentationThe counterbalance impression the customer gets of personal founding is very important as it is one they will never forget. It directly influences customers satisfaction and the image they have of the organisation.Personal exhibit includes appearance, personal hygiene, personality and attitude.Appearance covers everything from vesture and footwear, to hair, make-up and jewellery. The reasons for providing lag with a kindred are* It helps create a positive first impression* Staff are recognised i nstantly as working for aspecific organisation* It is light to separate a member of lag when acustomer needs advice or assistance* It can indicate the surgical incision in which a memberof stave works* It helps to create a schoolmaster corporate imageA swarm of organisations now provide their pursueees with a uniform. Organisations entrust on their employees judgement for deciding what is and is non accept suit able in terms of appearance. roughly organisations set ground rules and to a self-aggrandizing extent, this reflects the nature of the organisation and the lawsuit of customer it serves.For example, a five star hotel will be very strict with the correct code of the employees who work at the front-of-ho drill. They will be required to wear a uniform and it may also include rules on footwear, hairstyling and make-up.The most important contingent is to make sure that dress and customary appearance suit the job, the organisation and the customers expectations. On th e other hand, the organisation should make sure that the uniform is comfortable, uncomplicated to maintain and look appropriate for faculty of all builds.Anyone serving customers should have glorious standards of personal hygiene. Different types of organisations will have unlike standards of personal hygiene, for example, anyone who works in the food industry will be expected to wash their hands at least a dozen measure a day.First impressions also acquire from the employees own personality. Again, disparate jobs require various personalities. A childrens sport condition will require a different personality to a personal fittingness instructor because they are working with different types of people. From the personality of the employee, people can tell a lot about the organisation itself.The employees attitude towards the customer is critical. The customers nib that they want as much watchfulness as possible when they go into a workplace and if an employees attitude i s poor, they may flavour neglected and not wanted.Types of CustomersCustomers have different needs depending on who they are and the circumstances. in that respect is a difference between familiarityable and external customers. Internal customers are members of staff or outside suppliers who contribute towards the service provided for the external customers. External customers are the people who actually bargain or use the organisations products and services. External customers are then categorised into individual, group, age, market-gardening, language verbalise and specific needs.Many leisure and entertainment providers serve groups and the individuals who compromise them in ways that enhance and promote customer service.Customer age groups are classified as children and adults. Although the companies feel the age of the customers is important, they also feel it is important not to make assumptions about customers needs based solely on age.Cultural background influences p eoples traditions, tastes, preferences and opinions and it will therefrom influence the type of service they need and expect. It is also important not to make assumptions on the culture of the customer.Foreign visitors are an increasingly important part of the UK tourism market. People hush up want to feel that they can be dealt with even though there is a language barrier. Large organisations often employ multi-lingual staff to communicate with non-English speaking customers. close to customers have specific needs that may require special customer service in addition to that provided to meet the widely distributed needs of everybody. These include sensory disabilities, mobility problems, literacy, dietetic requirements and people with young children.Dealing with Customers approximately everyone working in the leisure and recreation industry has to deal with customers, whether be face-to-face, on the phone or in writing.opposite dialogue has many advantages but scarce the staf f use it well. For example, your presentation can help create a positive image. You can also use facial nerve expressions and gestures to help communicate more effectively. call off communication is used in most leisure centres and it provides an essential part of customer service. Some organisations even use the think as the main method of dealing with the customers.For some organisations, written communication is the main way of keeping in strain with customers. Menus, tariffs or price lists and letters are all forms of written communication, along with bills, advertisements, notice boards, tickets, e-mails and timetables.Non-verbal communication comprises all forms of communication that are spoken or written down. 80% of communication is non-verbal, so it is clearly very important in customer service. frame language is the main form of non-verbal communication and people can tell how provoke the staff are just by looking at them. marketing SkillsSelling skills are an import ant part of customer service. Every time somebody asks for help, advice or information, it is probably a merchandising situation. As a member of staff, you should be support customers a lot and to be able to do this effectively, you should have good knowledge of the products and services you are trying to sell.Customers can only buy products and services from an organisation if they know they exist, therefore raising customer awareness is a key part of selling skillsEstablishing rapport with the customer means encouraging a conservation in which the staff and the customer are two communicating on the same level. in spite of appearance this category, you must also make the customer feel they have your undivided attention without being too over the top.The easiest way for staff to identify the customers needs is to ask if they need any help. From the reply, the staff will be able to decide what further questions to ask to identify the customers specific needs.Presenting the product or service to the customer in an appropriate way is important. For example, is someone wants to buy something but cannot afford it, then the staff should suggest something of a similar clasp but at a less expensive price.Closing the sale means actually getting the customer to buy the product or service you are offering. Some people may coveting to go away and think about the offer that has just been make and in this case, it is probably a good belief to reserve the product or service. fetching a customers payment is also include in closing a sale. This should be done cheerfully, politely, friendly and gratefully to make the customer feel that they have made the correct choice by purchasing this product or service from this line of descent or centre.Customer service does not end when the customer hands over their money. This is known as afterwards-sales service and sometimes this will be immediate such as asking the customer of they have enjoyed their visit. Sometimes, if peo ple subscribe to a lyceum for a year, they may need help in using the service after a couple of months. This is where after-sale service comes in useful.A technique known as AIDA is used in the design of advertising and promotional material and when considering effective selling skills. A stands for attention, I stands for interest, D stands for appetency and A stands for action. If you use this technique, it will result in the customer desiring the product and therefore taking action by acquire it.