AS Leisure StudiesUnit 2 – A People Business

How is this unit assessed?

• 6 hour assignment completed in controlled conditions

• 4 x 1.5 hrs• All notes will go into a preparatory folder• You can use your preparatory folder in the

exam• You will submit this folder to me before the

exam• You will get it back for each exam

What will we study?

• provision for customer needs and expectations• key principles of successful customer service• staff and their communication with customers• the importance of the customer to the leisure

industry• the significance of product knowledge in providing

customer service• different methods used to evaluate standards of

customer service• the development of customer service skills and

their application in dealing with a range of customers with different needs

Section 1:

• Provision for customer needs and expectations

Objective

• To know why it is important for leisure organisations to produce effective customer service and how leisure organisations provide for different customer needs and expectations.

Starter - Blank Page

• On your blank piece of paper empty your mind on the topic of customer service.

What is customer service?

• Customer service is the provision of service to customers before, during and after a purchase.

Why is good customer service so important?

• increased sales or profits• more customers• a better public image• a competitive edge over other leisure

organisations• a well motivated and efficient workforce• customer loyalty and repeat business.

Customer Service and Quality

• What do you think the difference is between internal and external customers of a leisure organisation?

• In pairs – research one of the above (p118-120 Collins Leisure Studies) – you have 5 minutes to prepare to teach your friend about its main characteristics.

Brainstorm

• People who buy leisure products and services (customers) can be grouped in different ways. Brainstorm as many as you can think of.

• Individuals • Groups • People of different ages • People of different gender• People from different cultures• Non-English speaking people • People with specific needs

Match up

• Each of you have a way of grouping people and a description – find the description for your grouping

Activity

• Customers have needs and expectations which are listed below. When providing customer service to groups of people these need to be considered. Organise the needs and expectations listed below into order of importance.

1. welcoming customers

2. providing information and advice

3. providing help and assistance

4. providing security and safety

5. caring for customers by anticipating their wants and needs

6. providing a positive atmosphere.

• As a group agree on an order of importance.

Activity

• Download the mind map from: http://www.leisurestudies.co.uk/unit2/section1.html

• Complete the mind map to give an overview what customer care is, why it is important and each target group and their needs and expectations.

Review

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