AS Leisure Studies

1. AS Leisure Studies Unit 2 – A People Business

2. Starter • How can a leisure facility find out how good its customer service is?

4. Objectives • You need to understand the methods used to evaluate customer service, whether good or bad.

5. How can a leisure facility evaluate its customer service? • • monitoring the feedback made by customers• suggestion boxes• surveys (of customers, staff, management, non-users)• focus groups• mystery shoppers• observation• customer service quality criteria (e.g. value for money, availability)• defining the standards of customer service (e.g. answering all phones within three rings).

6. Activity • To maintain excellent customer service and to keep a competitive edge, an organisation needs to be aware of how well its staff are treating the customers. Regular feedback from customers allows an organisation to adapt its products and services to changing customer needs. Leisure organisations use a variety of methods and techniques to find out if customers are happy with the standards of customer service that they receive and that it is effective. You need to know how and why the following techniques are used:• monitoring the feedback made by customers• suggestion boxes• surveys (of customers, staff, management, non-users)• focus groups• mystery shoppers• observation• customer service quality criteria (e.g. value for money, availability)• defining the standards of customer service (e.g. answering all phones within three rings).You need to know how each of the techniques listed above will be evaluated and utilised by an organisation in the planning and preparation of customer service.1. Research each of the above methods of evaluating customer service.

7. Review • Identify three things you have learned today • Identify questions you have • Identify 1 thing you already knew