Transcript PPT - Leisure Studies

AS Leisure Studies
Unit 2 – A People Business
The Big Picture
Section 3:
• Staff and their communication with customers
Starter
• Brainstorm situations where staff
communications take place with customers.
Objectives
• You need to know how:
• staff can be utilised to ensure that all customer needs are
provided for.
• You need to understand what expectations an
organisation should have of its staff and how these
expectations can be met. These are:
• how staff should communicate with customers on both a
verbal and non-verbal basis
• the impact of technology on methods of communication
• what procedures are in place if staff do not communicate
appropriately with customers, and customers become
dissatisfied
• how the overall image of the organisation is maintained.
Discussion
• Think of an example of poor customer service
you or you’re a family member have received.
• Why did you think it was poor?
• What could have been done to improve the
service you received?
• How could you have complained?
Discussion
• Think of an example of good customer service
you or a family member have received.
• Why was it good?
Activities - 1
• Take a look at the jobs adverts on this website:
http://www.leisurejobs.com/ Identify the personal qualities staff
should have if they are to be considered for the jobs.
• Section 1 How staff can be utilised to ensure that all
customer needs are provided for?
1. Leisure facilities have customer service procedures in place to
ensure that customer service levels are set and maintained by
staff. These include mission statements, codes of conduct and
customer service charters. Describe what these are and find
some examples.
Resources: p128-131
2. How can staff be utilised to ensure they meet customer needs?
Resources: p156-159
Activities - 2
• Section 2 What expectations should an organisation have
of its staff and how can these be met?
1. Produce a guide for employees in a leisure facility as to how
staff should communicate with customers both on a verbal and
non-verbal basis. You should consider face-to-face
communication, non-verbal communication, telephone
communication and written communication. (p162-164)
2. Discuss the impact of technology on methods of
communication in the leisure industry.
3. What procedures should leisure facilities have in place when
customers are dissatisfied with staff communication?
Resources can be found in the text book (p131) and Customer
Service Point has some good tips.
4. How can leisure facilities ensure that staff maintain the overall
image of an organisation? (p160-161)
Case Study
Customer Service at the National Maritime Museum
Review
• Identify three things you have learned today
• Identify questions you have
• Identify 1 thing you already knew